Two months ago, the Commonwealth Bank announced plans to replace 45 customer service workers with an artificial intelligence chatbot before later backtracking and reversing the decision .

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.

Dhanushi Jayatileka, a CBA worker who was also recently made redundant, says she is one of many workers to unofficially lose her job to AI, in a trend that is reshaping the nation’s labour market behind closed doors. I don’t want to pay a card fee but the business won’t accept cash instead. Is this legal? Read more

Jayatileka, who worked in the bank’s back office for four years, says her team had been shedding staff since 2024, leavi

See Full Page