You may have seen this in the news yesterday – CBA is exploring replacing thousands of local call centre staff with artificial intelligence (AI).
The bank is expanding its use of AI in customer interactions through a trial of its Hey CommBank platform, and it’s only one of a wide range of AI experiments under way at CBA.
You can read more about this in the Australian Financial Review.
Once again, AI is being introduced into our workplaces without any consultation with workers or customers. These underhanded tactics are disrespectful to the workers and customers who CBA owes their $9.8 billion profit to.
Unsurprisingly, CBA hasn’t lived up to any of the principles they committed to around AI. They’ve been quietly offshoring contact centre work to CBA India for at least the past five years, and we believe this is the first step towards greater expansion of AI in this space.
They’ve continued to display a complete lack of transparency around how AI technology is being used… and that’s not going to change unless they are held to account.
It’s exactly why we’ve been urgently calling for proper regulation around the adoption and use of AI in workplaces.
We know profit-hungry banks like CBA will never do the right thing by us and customers unless they are made to. This cycle of self-regulation has never worked and banks need to be held accountable for their actions.
The FSU has already been calling for fair and proper regulation of AI through various inquiries, and we’ll additionally be lobbying the government for urgent reforms – read our letter here.
We’ll continue to advocate hard on this issue. If you’re not yet a member, now is the time to join.
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