Commonwealth Bank cuts hundreds of chat-support roles as AI expands
Commonwealth Bank of Australia has cut hundreds of customer-service jobs as AI chat and phone systems take on more work.
Commonwealth Bank of Australia has cut hundreds of chat-support roles as it expands AI systems for customer service, Bloomberg reported on 28 July 2026. The systems handle customer interactions through chat and phone channels, replacing work previously performed by support staff.
The cuts were reported alongside AI-related customer-service reductions at Microsoft, Uber and Hyatt Hotels. The reporting described the combined impact as thousands of positions, but did not provide a separate total for CBA beyond hundreds of chat-support jobs.
The change sits within a wider contraction in call-centre employment. Revelio Labs reported that global call-centre employment was 5.3% below its December 2023 peak after declining for eight consecutive quarters, coinciding with the spread of AI chatbots.
However, Gartner’s 7 October research found that only 20% of surveyed customer-service leaders had reduced agent staffing because of AI. Gartner also forecast that half of companies cutting headcount because of AI will rehire people in similar roles under new titles by 2027, suggesting that task redesign and redeployment may accompany some reductions.
- Commonwealth Bank of Australia cut hundreds of chat-support jobs.
- AI chat and phone systems are taking on customer-service work.
- The cuts were reported by Bloomberg in July 2026.
- Revelio Labs reported global call-centre employment was 5.3% below its December 2023 peak.
- Gartner found only 20% of surveyed customer-service leaders had reduced staffing due to AI.
For employers: For an Australian employer planning a similar change, identify which duties—not simply which roles—AI will remove, consult affected employees before making a final decision, and actively assess redeployment into remaining or redesigned work. Any termination should be based on a genuine redundancy process and comply with applicable consultation and redeployment obligations.
Sources: AI Wipes Out Customer-Service Jobs at Microsoft, Uber, CBA · After a Decade of Growth, Global Call Center Employment Is Shrinking
General information for employers, not legal advice. Reporting summarised from the linked sources; confirm details with the primary source.