A Commonwealth Bank worker has revealed she was sacked after 25 years – but not before she unknowingly training AI to do her job.

Bank teller Kathryn Sullivan, 63, said she was entirely unaware she was helping a chatbot take over her role before she was made redundant in July, ending her long career with the bank. 

She said she supported new technologies that improved customer service, however, she was blindsided by the cuts. 

‘I was completely shell-shocked, alongside my colleague,’ she said. ‘We just feel like we were nothing, we were a number.’

Ms Sullivan said Commonwealth Bank – which made a $10.25billion profit in the past financial year – failed to communicate with her for more than a week after she was made redundant. 

‘They ghosted me for eight business days before they answered any of my questions,’ she added.

Her final duties included scripting and testing chatbot responses for CBA’s Bumblebee AI, and when the bot was trialled with real customers, she stepped in whenever it failed to answer.

‘We knew that messaging would eventually be sent offshore, but never in my wildest dream did I expect to be made redundant after 25 years with the company,’ she said.

Former CBA worker Kathryn Sullivan says she was made redundant after training a chatbot

Former CBA worker Kathryn Sullivan says she was made redundant after training a chatbot 

Ms Sullivan said Commonwealth Bank - which made a $10.25billion profit in the past financial year - failed to communicate with her for more than a week after she was made redundant

Ms Sullivan said Commonwealth Bank – which made a $10.25billion profit in the past financial year – failed to communicate with her for more than a week after she was made redundant

‘Inadvertently, I was training a chatbot that took my job.’

While she supports the role of AI in some areas, Ms Sullivan said she believes safeguards are needed. 

‘While I embrace the use of AI and I can see a purpose for it in the workplace and outside, I believe there needs to be some sort of regulation to prevent copyright (infringements) … or replacing humans.’

CBA later admitted it had made a mistake, conceding that calls from customers spiked after the sackings, showing AI could not fully replace staff. 

The bank was then forced to reverse its decision and offered staff their jobs back, but Sullivan chose redundancy, saying the role she was offered was different to her original one and offered no real security.

A Commonwealth Bank spokesman acknowledged the bank had mishandled the process. 

He said the banks initial assessment that 45 roles were not required ‘did not adequately consider all relevant business considerations and because of this error, the roles were not redundant.’ 

He added: ‘We have apologised to the employees concerned and acknowledge we should have been more thorough in our assessment of the roles required. 

Matt Comyn says that to remain competitive on the world stage, Australia must fully embrace rapid technological change

Matt Comyn says that to remain competitive on the world stage, Australia must fully embrace rapid technological change

CBA later admitted its AI rollout was a mistake, after customer calls surged following staff sackings. The bank was forced to rehire staff - but Ms Smith chose redundancy instead

CBA later admitted its AI rollout was a mistake, after customer calls surged following staff sackings. The bank was forced to rehire staff – but Ms Smith chose redundancy instead

‘We are currently supporting affected employees and have provided them with choice regarding continuing in their current roles, pursuing redeployment within CBA or to proceed with leaving the organisation.

‘We are also reviewing our internal processes to improve our approach going forward.’

Nonetheless, Commonwealth Bank’s push into AI is pressing ahead.

Just last month, CBA boss Matt Comyn unveiled a partnership with tech giant OpenAI, saying the two companies would work together to tackle ‘scams, fraud, cyber and financial crime’.

‘To be globally competitive, Australia must embrace this new era of rapid technological change,’ he said.

‘Our strategic partnership with OpenAI reflects our commitment to bringing world‑class capabilities to Australia, and exploring how AI can enhance customer experiences, better protect our customers, and unlock new opportunities for Australian businesses.’

Along with its AI adoption, the bank has also come under fire in recent months for hiring around 100 roles in India just weeks after cutting more than 300 staff.

These new jobs in India included job titles that had existed in Australia including staff data engineer, senior software engineers, staff software engineer, engineering manager, software engineer and senior data engineer.

Ms Sullivan shared the experience of losing her job with the big four bank at an AI symposium at Parliament House on Wednesday, organised by the Australian Council of Trade Unions. 

ACTU assistant secretary Joseph Mitchell told the event there needed to be a national agenda to ensure AI empowered jobs, workers and economic growth.

Australian Council of Trade Unions assistant secretary Joseph Mitchell said there needed to be an agenda that empowered jobs, workers and growth through AI.

But an act ensuring employers and workers are consulted before new technologies are introduced, and protecting the work of creatives from large-scale tech company theft is essential, he argued.

Reserve Bank governor Michele Bullock said there will be a need for employers to invest in training and education for workers impacted by AI.  

She predicted labour market disruptions as employers navigate developing technologies.

‘That’s why it is so important that we have a resilient and adaptable workforce,’ Ms Bullock said.

‘But some individuals are likely to need support through these disruptions.’

Reserve Bank governor Michele Bullock said t here will be a need for employers to invest in training and education for workers impacted by AI.

Reserve Bank governor Michele Bullock said t here will be a need for employers to invest in training and education for workers impacted by AI.

The RBA was also embracing AI to enhance its capabilities, but was not using it to decide interest rates, she said.

Ms Bullock said the central bank was developing its own tool to provide research summaries, and make institutional knowledge more digestible for staff.

Workers’ voices must remain at the centre of AI adoption, Assistant Productivity Minister Andrew Leigh assured unions at Wednesday’s meeting.

‘The Australian ideal of the ‘fair go’ means that prosperity is shared,’ he said, meaning ‘technology should serve people, not the other way around.’

The minister welcomed AI as a force for good, describing the technology as a ‘once-in-a-generation chance’ to restore workers’ dignity after decades of rising inequality and casualisation.

Labor senator Tim Ayres raised questions about the extent Australia adopts technology from overseas, rather than shaping the landscape ourselves.

‘How we co-operate and collaborate with our neighbours and partners and competitors on these questions is up for grabs,’ he told the meeting.