CBA to Rehire 45 Staff After AI Voice Bot Fails to Cut Call Volumes
Commonwealth Bank of Australia reversed course and offered to rehire 45 veteran customer-service staff after its AI ‘voice bot’ failed to reduce call volumes as claimed. A union tribunal found CBA’s redundancy justification false, prompting an apology and options to return, redeploy or exit with a payment. The bank still plans further AI partnerships but insists there’ll be no more cuts.
Also mentioned in:
- The Guardian — Commonwealth Bank Swaps 45 Roles for AI Chatbot as Banks Automate Thousands of White-Collar Jobs