The reported cuts reflect a broader shift across the banking sector as financial institutions increasingly deploy generative AI to automate customer service. Research firm Forrester has forecast that up to half of all customer service roles in the United States could be affected by job losses by 2030 as AI adoption accelerates. Commonwealth Bank has worked closely with Microsoft to build an AI-powered customer service platform capable of triaging and resolving customer enquiries automatically. According to the union, around 800 Commonwealth Bank roles were cut during the past year. Bloomberg also reported that Microsoft has reduced its own customer service workforce, comprising employees and contractors, from about 50,000 to 40,000 over recent years.