- Australian commbank announced that 45 workers would be replaced by AI
- However, the decision has been reversed after IA did not comply with humans
- Workers have received a commbank apology
Australia’s Commonwealth Bank has provided a useful example of how No Introduce tools of AI after being forced to a climate of shame.
The bank had recently announced that 45 customer service workers would be cut and replaced by a ‘bot’ with AI in an effort to reduce call volumes and automate less complex answers, leaving a small number of employees to handle the remaining most complex consultations.
It turns out that these bots were not able to handle the tasks that workers could, and now, those employees cut will now be collected.
The ‘backflip’
The bank said that the “voice button” led to a reduction in calls, but the union of the Australian financial sector disputes this statement, pointing out: “The members told us that it was a direct lie and did not reflect the reality of what was happening in the direct bank team leaders to answer calls. “
The bank issued an apology to the personnel who were affected by the proposed job cuts and reversed the decision. A bank spokesman told Techradar Pro that his initial evaluation “did not properly consider all relevant commercial considerations and this error meant that the roles were not redundant.”
“We have apologized to the employees in question and recognize that we should have been more exhaustive in our evaluation of the required roles. We are currently supporting the affected employees and we have provided them with the option with respect to continuing in their current roles, seeking the redistribution within CBA or continuing to leave the organization.”
That said, Commbank does not completely denounce technology, since it recently announced an association with OpenAI to develop scam detection and fraud solutions, as well as ‘deliver more personalized services’ for its customers.
For months, concerns about the loss of jobs at AI, and the companies assured that only the most basic and mundane administrative tasks would be handled by Bots, leaving workers, leaving the workers, focusing on the most creative aspects of their roles.
Those in administrative positions that handle almost exclusively mundane tasks have warned that these models, although sometimes useful, cannot replace human experience and understanding.
It is undeniable that AI is replacing workers, with hundreds of work in companies such as IBM and Crowdstrike that disappear since humans have become more expendable thanks to technology.
But, not all of these cost reduction decisions are working. In the United Kingdom, more than half of all companies that replaced workers with AI and regret their decision, and it is no less likely to believe that AI will replace human workers.
