Commonwealth Bank has eliminated dozens of jobs in its customer call centres, for the first time specifically pointing to the deployment of artificial intelligence as the reason for the cuts.
CBA briefed the Finance Sector Union on the cuts last week, revealing 45 roles would be made redundant because it introduced a new chatbot system to answer customer inquiries last month.
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James Eyers writes on banking, finance, payments, regulation and emerging technologies. Based in Sydney, he is a former legal and investment banking editor at the AFR and has been a business journalist for more than 20 years. Email James at jeyers@afr.com.au
