Two months prior, the Commonwealth Bank hinted at replacing 45 customer service reps with an AI chatbot, before eventually retracting this move.
However, throughout the banking and financial service sector, AI is on the rise, and thousands of positions have been cut. Although rarely officially acknowledged, the correlation between AI adoption and job loss is tangible.
Dhanushi Jayatileka, a recently laid-off CBA worker, feels she’s one of many unofficially replaced by AI, indicating a significant shift in the job market behind the scenes.
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