Commonwealth Bank walks back decision to cut 45 call centre jobs to make room for AI chatbot

Commonwealth Bank will reverse its decision to cut 45 call centre jobs to make room for an AI chatbot.

Australia's biggest bank, which posted an annual profit of $10.25 billion, last month said dozens of roles would be impacted following an investment in AI which it said would make it "easier and faster" for customers to get help.

The Finance Sector Union (FSU) today said CBA had decided against the job cuts and would instead offer staff the option of staying in their roles or taking voluntary redundancy.

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However the FSU said the damage was "already done" for the 45 workers who have been unsure if they would remain employed at CBA.

The reversal comes after a dispute which was heard by the Fair Work Commission.

"This is a massive win for workers, proving what can be achieved when members stand together – but let's be clear, this is no victory lap," FSU national secretary Julia Angrisano said.

"CBA has been caught out trying to dress up job cuts as innovation. Using AI as a cover for slashing secure jobs is a cynical cost-cutting exercise, and workers know it.

"Our members want to be part of the conversation about how new technology is used in banking. They want secure jobs today and the training needed for the jobs of the future, not to be discarded under the guise of efficiency."

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The FSU is also representing workers impacted by CBA allegedly offshoring hundreds of jobs.

A spokesperson for CBA said the initial decision to cut 45 roles was an "error".

"CBA's initial assessment that the 45 roles in our Customer Service Direct business were not required did not adequately consider all relevant business considerations and this error meant the roles were not redundant," the spokesperson said.

"We have apologised to the employees concerned and acknowledge we should have been more thorough in our assessment of the roles required.

"We are currently supporting affected employees and have provided them with choice regarding continuing in their current roles, pursuing redeployment within CBA or to proceed with leaving the organisation.

"We are also reviewing our internal processes to improve our approach going forward."

CBA made the landmark decision to inform the FSU that AI was the reason for the redundancies announced last month.

However the bank denied any jobs would be sent offshore.

A CBA spokesperson also said some impacted staff would have been transitioned into open roles.

The initial group of 45 roles make up a small percentage of CBA's 38,000-strong workforce.

CBA also slashed 164 jobs from its technology division in March.

9news.com.au has contacted CBA for a comment.

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