CBA Sheds Hundreds of Chat Support Jobs After AI Integration
Commonwealth Bank cut hundreds of chat-support roles while adding more than 140 call-centre positions in Australia.
Commonwealth Bank of Australia has shed hundreds of chat-support workers after integrating AI, according to Bloomberg. Many affected workers were contractors supplied by Nutun in Johannesburg, and the bank expects tens of millions of US dollars in annual savings.
The move came alongside the addition of more than 140 roles at CBA’s Australia-based call centres during the previous six months. The contrasting changes indicate that AI is reducing some routine customer-service work while demand remains for other support functions.
The cuts are part of a broader shift in contact centres. Goldman Sachs Research reported that US call-centre employment was about 39% below its historical trend in August 2026, with AI exposure linked to slower staffing growth. Salesforce and Uber have also announced customer-service reductions tied to AI, but those events are separate from CBA’s restructuring.
For an employer planning a similar change, map which duties have genuinely disappeared and which have moved into new or higher-complexity roles. Consult affected employees before deciding, assess redeployment—including available roles elsewhere in the business—and document why any remaining termination meets the requirements for genuine redundancy.
- CBA shed hundreds of chat-support workers after integrating AI.
- Many affected workers were contractors via Nutun in Johannesburg.
- The bank expects tens of millions of US dollars in annual savings.
- CBA added more than 140 Australia-based call-centre roles in the prior six months.
- The change reflects a shift away from some routine support work, not necessarily all customer-service staffing.
For employers: Before removing AI-affected roles, identify the duties that have actually disappeared, consult employees before deciding, assess redeployment to remaining or newly created roles, and document the basis for any genuine redundancy.
Sources: AI Wipes Out Customer Service Jobs at Microsoft, Uber and CBA · AI Replacing Customer Jobs at CBA
General information for employers, not legal advice. Reporting summarised from the linked sources; confirm details with the primary source.