AI could take thousands of call centre jobs at ASB’s Australian parent. How about here?

Commonwealth Bank of Australia - owner of ASB - is exploring the possibility of replacing thousands of its call centre staff with AI, according to an AFR report. The bank, which has some 2400 local call centre staff, announced on Tuesday it’s conducting trials with a generative AI chatbot called “Hey CommBank”, testing the technology on employees of the bank who are also customers. Could it happen on this side of the ditch? “We believe it’s our people that set us apart at ASB and they’ll always be integral to our customer offering,” an ASB spokeswoman told the Herald .

“We continue to explore how advancements in tech, including AI, can support our people to do their jobs efficiently but have no plans to replace a large number of roles any time soon..