Bloomberg Law reported on 2026-07-28 that automated chat and phone systems are handling customer-service work at companies including Commonwealth Bank of Australia, Microsoft, Uber Technologies, and Hyatt Hotels. The report says some companies have already wiped out sizable chunks of customer-service operations.
Commonwealth Bank says it is using AI to help frontline teams spend more time focused on customer needs. The bank says its AI solution Compass AI has answered more than 500,000 questions since July 2024.
In a separate Commonwealth Bank product note, the bank says CommBank Companion is built by its own engineering and data science teams. It says a future business use case could handle servicing tasks such as reordering statements and troubleshooting a merchant terminal, with human support available if needed, and that the product is meant to support and inform customer judgment rather than replace it.
Bloomberg Law’s report describes a broader pattern of customer-service automation across the named companies. The supplied sources do not identify which specific customer-service functions were removed at each company beyond that broad description.
The evidence in this bundle is strongest on what the sources say about customer-service automation and on how Commonwealth Bank describes its own AI tools. The supplied sources do not provide a company-by-company rollout timetable or a source-stated staffing model for the named firms.
This article relies only on the supplied reporting and company materials. It does not add a legal conclusion, a labor-market forecast, or an inferred staffing model beyond what those sources state.
Sources
- AI Is Replacing Call Center Jobs at CBA, Microsoft, Uber — Bloomberg Law
- CommBank releases Australian-first report outlining how it is adopting AI — Commonwealth Bank of Australia
- Reimagining banking with CommBank Companion — Commonwealth Bank of Australia