CommBank Cuts Chat Jobs as AI Expands
Synopsis
Bloomberg reported hundreds of outsourced customer support roles were eliminated as AI took on more enquiries.
Commonwealth Bank has cut hundreds of jobs in its customer support outsourcing arm as artificial intelligence (AI) is handling an increasing number of customer chat queries, continuing the bank's workforce rationalisation in 2026.
Employees were working for South African business process outsourcing company Nutun, according to people close to the situation.
This update follows the latest improvements in AI across customer service, as Australia's biggest lender expands its use of AI. Around 800 jobs across the Commonwealth Bank system have been reduced in 2026, across permanent, contract and outsourced positions, the Finance Sector Union (FSU) said, pointing to a broader trend in how financial services are provided.
AI Reshapes Customer Service Operations
The outsourced jobs are largely related to digital chat services, and today, AI-based assistants manage a growing share of routine customer queries.
Commonwealth Bank has been funding AI investments to enhance customer service, bolster fraud protection and streamline its internal processes, but has not specified the percentage of customer interactions handled by AI.
The bank stated that it doesn't just rely on AI for workforce decisions, but rather on shifting customer demand, advancing technology, and existing business requirements. It stated it is continuing to seek employees in the fields of engineering, cyber security, data and digital technology, and, where possible, affected workers are being looked at for redeployment or reskilling.
Banking Sector Faces Broader Workforce Shift
The new shifts in the workforce coincide with financial institutions around the world investing more in AI to automate repetitive administrative and customer service duties.
Banks such as JPMorgan Chase, HSBC and Standard Chartered have announced that they are expanding the use of AI in their operations, and that humans will still play a major role in customer service, advisory and relationship management and in handling complex cases.
Commonwealth Bank has posted a statutory after tax net profit of AUD 9.84 billion for the year ended 30 June 2025, making it Australia's biggest bank by market cap. As more customers use digital banking, the bank has kept investing in technology, with mobile and online banking comprising most of the bank's daily transactions.
Despite lenders' investments in specialized technology and digital capabilities, the latest cuts illustrate how the adoption of AI is transforming customer service roles in the banking sector.
Source: InformationAGE
Pooja Malik is a business journalist with over six years of experience covering startups, entrepreneurship, and emerging trends. She has previously worked with leading media platforms such as YourStory Media and BW BusinessWorld, where she reported on business, policy, and market developments. Currently, she serves as Editor at The Inspirepreneur Magazine, where she writes and edits stories across business, lifestyle, and travel, with a focus on clarity, accuracy, and reader relevance.
