CBA Cuts Direct Banking Jobs to Use AI Tools; Union Claims 90 Roles Hit

The Commonwealth Bank of Australia (CBA) is cutting 45 jobs from its direct banking team today as the company moves those tasks to a new artificial intelligence system. The bank confirmed the cuts this morning, stating that the shift to automated customer service tools will change how they handle basic inquiries. You can read the full report at Reuters.

Key Facts

• Official Count: CBA confirmed 45 job cuts in the direct banking unit.
• Union Dispute: The Finance Sector Union (FSU) says the real number is 90 jobs.
• Regional Impact: Reports indicate that 90 of the affected roles are based in New South Wales.
• Source: Reuters, AI Apps

The Switch to Voice Bots

The bank is replacing these human roles with a new "voice bot" system. This software was introduced in June to answer calls on the bank’s main customer service line. CBA management says the new tools allow them to fix customer problems faster, but the move has sparked immediate anger from labor representatives.

According to the bank, the changes are part of a larger plan to update their technology. They are spending A$2 billion to upgrade their systems. A spokesperson said the bank is creating new roles to help staff move into different jobs, but the union argues that these specific cuts leave workers behind.

Union Fights Back

The Finance Sector Union (FSU) is pushing back hard against the decision. Julia Angrisano, the National Secretary for the FSU, accused the bank of using technology as an excuse to lower their headcount. She called the move a "cynical cost-cutting exercise" designed to slash secure jobs under the guise of innovation.

The union also claims the impact is wider than the bank admits. While CBA lists 45 cuts, the FSU states that up to 90 roles are being eliminated after the voice bot rollout. Reports suggest the majority of these losses are concentrated in New South Wales, hitting the local workforce hardest.