Commonwealth Bank says it made an "error" when it slashed customer service jobs in favour of an artificial intelligence (AI) chatbox.
Subscribe now for unlimited access.
or signup to continue reading
A total of 90 jobs were axed at the Commonwealth Bank, including 45 roles in direct banking, due to the introduction of a new voice bot system on the bank's inbound customer enquiries line.
On August 21, the bank announced it had backed down and an initial assessment "did not adequately consider all relevant business considerations and this error meant the roles were not redundant".
"We have apologised to the employees concerned and acknowledge we should have been more thorough in our assessment of the roles required," a spokesperson said.
"We are currently supporting affected employees and have provided them with a choice regarding continuing in their current roles, pursuing redeployment within CBA or proceeding with leaving the organisation."
Finance Sector Union national secretary Julia Angrisano described it as a "massive win for workers".
"CBA has been caught out trying to dress up job cuts as innovation," she said.
"Using AI as a cover for slashing secure jobs is a cynical cost-cutting exercise, and workers know it."
This month, the bank recorded a record profit of $10.1 billion in the year to June 30, with chief executive Matt Comyn saying the result could have been even better.
Carla Mascarenhas
Carla Mascarenhas is a journalist with Explore Travel and The Senior. She specialises in deep issues affecting Gen X and beyond, and the latest in travel news. Contact her on carla.mascarenhas@austcommunitymedia.com.au
