Commonwealth Bank of Australia (CBA) has implemented an AI chatbot within its customer call centres, leading to a reduction of 45 positions. The AI system is designed to manage customer inquiries, mirroring capabilities found in platforms like ChatGPT. CBA's AI integration includes systems that can transcribe calls in just over a second and assess customer sentiment.
The bank's AI strategy involves a collaboration with Amazon Web Services, utilising Nvidia chips to enhance AI capabilities. The AI Factory aims to accelerate the development of AI-powered initiatives. While the bank says AI will assist with manual tasks, concerns have been raised about potential job losses and the lack of consultation with staff.
CBA handles approximately 50,000 call centre calls daily. The introduction of AI aims to provide personalised experiences and streamline core banking processes. The Finance Sector Union has criticised the move, highlighting worries about job security and the implementation of AI without proper consultation.
