Overview

• Kathryn Sullivan, 63, was made redundant in July after 25 years at CBA despite helping script and test the Bumblebee chatbot, then declined the bank’s offer to return citing an unsuitable role.
• The Finance Sector Union challenged the layoffs at the Fair Work Commission, prompting CBA to apologise, withdraw its position that the roles were redundant, and review internal processes.
• CBA initially said the chatbot cut call volumes by roughly 2,000 per week, later conceding calls rose following the job cuts and acknowledging its assessment was incomplete.
• Sullivan shared her experience at an AI symposium at Parliament House as unions pressed for worker safeguards and government officials highlighted the need for training and support.
• Despite the reversal, CBA’s AI rollout continues through a partnership with OpenAI focused on tackling scams and financial crime, while the bank faces scrutiny over hiring roles in India after local staff cuts.