An Australian bank has made headlines after letting go of a long-serving employee and replacing her with AI.
Kathryn Sullivan, who worked at the Commonwealth Bank of Australia (CBA) for 25 years, was made redundant in July.
The decision came after the onboarding of the bank’s AI-powered chatbot, which Sullivan herself had helped train.
The Replacement
Sullivan spent decades at CBA, adapting to changes in the banking industry. As part of her role, she worked on scripts and tested responses for the bank’s new chatbot, known as “Bumblebee.”
At the time, she saw it as routine work that supported digital transformation. However, the same project ultimately led to her dismissal.
The bank confirmed that 45 employees were made redundant as part of its AI integration. This marked the first time CBA directly linked staff cuts to AI.
“Inadvertently, I was training a chatbot that took my job,” Sullivan said at an AI symposium in Canberra.
Redundancy
Sullivan, now 63, expected to be redeployed after her work on the chatbot ended. Instead, she was told her role was no longer required.
She described her first reaction as “shock.” After years of service, she did not anticipate losing her position to a machine.
“I never thought that after 25 years, I would be made redundant in this way,” she explained.
Artificial Intelligence
CBA is not alone in adopting AI. Banks worldwide are utilizing chatbots to manage customer queries, process loan applications, and facilitate everyday transactions.
The technology reduces costs and shortens wait times. There are obvious benefits to be reaped from this. However, there are also risks of job displacement.
Also read: Wall Street Set to Cut Out 200,000 Jobs Due to AI
Regulation
At the symposium, Sullivan called for stronger oversight. She acknowledged AI’s potential but warned of risks if left unchecked.
“There needs to be regulation to prevent misuse,” she said. Her concerns included copyright issues, data privacy, and the wholesale replacement of human staff.
Experts agree that without clear rules, businesses may prioritize efficiency over fairness. Workers could then face redundancy with limited support or protection.
