Overview

• The reversal followed a Finance Sector Union dispute at the Fair Work Commission, with another hearing scheduled next week.
• CBA had said an AI voice bot would cut about 2,000 calls per week, yet workers reported calls increased, prompting overtime and managers answering phones.
• Affected employees have been offered the choice to stay in their roles, seek redeployment within the bank, or depart voluntarily.
• The union has alleged concurrent hiring for similar roles in India, a claim CBA has disputed as scrutiny continues over offshoring and automation.
• The episode comes as CBA reports strong profits and expands AI projects, including developer tools and customer-service bots, while committing to review internal decisions.