Dhanushi lost her job the same day CBA rolled out an AI chatbot. It may just be the beginning

<p>Across the banking sector, thousands of jobs have been cut at the same time as AI use soars in clerical and customer service roles </p><ul><li><p>Get our <a href="https://www.theguardian.com/email-newsletters?CMP=cvau_sfl">breaking news email</a>, <a href="https://app.adjust.com/w4u7jx3">free app</a> or <a href="https://www.theguardian.com/australia-news/series/full-story?CMP=cvau_sfl">daily news podcast</a></p></li></ul><p>Two months ago, the Commonwealth Bank announced plans to replace 45 customer service workers with an artificial intelligence chatbot <a href="https://www.abc.net.au/news/2025-08-21/cba-backtracks-on-ai-job-cuts-as-chatbot-lifts-call-volumes/105679492">before later backtracking and reversing the decision</a>.</p><p>But across the financial services and banking sector, the use of AI is soaring and thousands of jobs have been cut – though the connection is rarely officially made.</p> <a href="https://www.theguardian.com/australia-news/2025/sep/09/dhanushi-lost-her-job-the-same-day-cba-rolled-out-an-ai-chatbot-it-may-just-be-the-beginning">Continue reading...</a>