Connect with us

Business

‘We are teaching the machine to take our job’: Banks bet big on AI as thousands of jobs cut | Business

Published

on


Two months ago, the Commonwealth Bank announced plans to replace 45 customer service workers with an artificial intelligence chatbot before later backtracking and reversing the decision.

But across the financial services and banking sector, the use of AI is soaring and thousands of jobs have been cut – though the connection is rarely officially made. It’s part of a trend that is reshaping the nation’s labour market behind closed doors

Dhanushi Jayatileka, a CBA worker who was separately made redundant recently, says she is one of many workers to unofficially lose her job to AI, a claim that the bank denies.

Jayatileka, who worked in the bank’s back office for four years, says her team had been shedding staff since 2024, leaving those remaining to lean on AI to replace work conducted by their former colleagues.

“We are teaching the machine to eventually take our job,” says Jayatileka, who is being supported by the Finance Sector Union.

“We need to look after people first.”

A CBA spokesperson says Jayatileka’s redundancy was neither directly nor indirectly related to AI, and was instead due to separate reasons, but could not comment further on individual employees’ cases.

Experts warn that Australia’s major companies are cutting thousands of white-collar finance and technology jobs with the help of accelerating use of AI, without publicly accepting the job losses and new technology is linked.

Dhanushi Jayatileka: ‘We are teaching the machine to eventually take our job.’ Photograph: Blake Sharp-Wiggins/The Guardian

Manju Ahuja, a professor of information systems and technology management at the University of New South Wales, says there is an “observable” link between workforce changes and the uptake of AI tools.

“It is the tip of the iceberg [because] many AI-related job losses are just not officially recorded,” she says.

Sales, customer service and entry-level white-collar jobs are among the roles vulnerable to being automated into AI, according to a study by the University of Queensland (UQ). Similar findings were made by the government’s Jobs and Skills agency last month.

“Where you can standardise it to just one task, that job goes,” says the UQ adjunct professor and study co-author Evan Shellshear.

Sign up: AU Breaking News email

Shellshear says demand for consulting and accounting graduates and clerks is already slipping in Australia, as senior staff turn to AI to automatically complete the traditionally menial work assigned to junior colleagues.

CBA has said that recent redundancies, with the exception of the 45 customer service roles, were not related to the increased takeup of AI. A spokesperson said the bank could not comment on individual employee cases.

The Commonwealth Bank recently replaced 45 customer service workers with an artificial intelligence chatbot. Photograph: Hollie Adams/Reuters

The spokesperson said CBA’s total workforce had increased since 2021, with more staff added in non-automated areas even as others were cut.

CBA is one of several big Australian companies to promote the improved efficiencies created by AI in recent months.

It says business bank queries are answered three times faster, engineers’ code change output and automated customer service interactions have risen by a third and fifth respectively, and call centre wait times have fallen.

Cuts across the corporate world

ANZ on Tuesday announced it would sack 3,500 of its 40,000-plus employees by September 2026. Its bankers began using an AI analysis assistant called amie two months ago, after the company deployed AI tools across software engineering, research and writing.

Announcing the restructure, ANZ’s chief executive, Nuno Matos, said: “This decision has absolutely nothing to do with AI or any technology.”

Telstra cut 2,800 jobs over the year to June and expects to cut a further 550 roles in 2025. The telco saved $301m on labour expenses in 2024-2025, according to its latest annual report.

Most of its remaining staff are using the Microsoft AI assistant Copilot, and senior executives have told investors faster AI adoption will help cut costs and shrink its 30,000-person workforce.

The Bank of Queensland in August cut 200 roles, including in its call centre, while partnering with the multinational tech giant Capgemini to accelerate AI use and manage some queries overseas.

Spokespeople for the Bank of Queensland and Telstra say those job cuts are not related to investments in AI and new technology will help staff serve clients and to work more effectively. Telstra adds the company will consult staff and unions on longer-term effects of AI on staffing.

Westpac, which is also promoting its adoption of AI tools, is in the process of cutting an estimated 1,500 jobs after offshoring nearly 200 jobs earlier in 2025. Tech company Canva has also recently sacked 10 of its 12 technical writers.

Asked if AI use had facilitated the reductions, spokespeople for both companies said the cuts were the result of changing business needs for specific roles, and affected workers were being provided with support.

AI has already hit employment in the US, where one in eight early-career roles in the most AI-exposed occupations have been lost, according to a Stanford University study published in August.

Unemployment for recent college graduates has held near a historically high 5% in the US in 2025, while hiring has slowed as tech companies, including Salesforce and CrowdStrike, substitute AI for new staff.

While finance and technology companies have said AI allows them to give people higher value tasks after automating repetitive work, not all Australians have had that experience.

Kathryn Sullivan, one of the 45 CBA customer service workers the bank announced was going to be made redundant due to AI, says she had expected to work alongside AI.

“I expected [AI] would be helping you to do your job better, taking away some of the menial or time-consuming work, so that we can actually deliver better service,” she says.

“[But] they’re actually using it just to downsize the workforce.”



Source link

Continue Reading
Click to comment

Leave a Reply

Your email address will not be published. Required fields are marked *

Business

The super-rich are swapping mansions for £2m motorhomes. Do they know something we don’t? | Emma Beddington

Published

on


I don’t particularly enjoy analysing the habits of the ultra-rich. I would be happier if I didn’t have to think about them at all – and I apologise for making you do so – but in my defence, this is fascinating: a feature in the Financial Times reveals some have started selling up and living in motorhomes.

Obviously, they’re ultra-luxurious motorhomes. The owner of a private equity firm interviewed has a 30-tonne behemoth with air conditioning and high-speed internet, a kitchen, dining room, two bathrooms, a “spacious master bedroom” and “a range of modern hi-tech appliances”. Which, yes, sounds plusher than my in-laws’ caravan, but it’s still a massive shed on wheels. And you’ll never guess how much they cost: “around $2.7m” (£2m), apparently. Imagine the bricks-and-mortar house you could get for that – that private equity chap sold both of his – and you wouldn’t have to empty a toilet tank. (Maybe they outsource that somehow, but still.)

Weirder still, for long periods these wheeled vehicles and their occupants don’t move, despite that being, you’d think, the whole point. Instead, they park up – and imagine parking something 13 metres long, the horror – in places called things like Motorcoach Country Club but which sound like gussied-up trailer parks. Owners buy permanent plots with, the FT explains, “pools, covered patios, barbecue areas, fire pits, and small homes with living rooms and bedrooms”. So, hang on – you buy a giant, more-than-million-pound motorhome, then you don’t live in it, instead hanging out in a sort of small chalet structure with a view of your massive truck? I nearly lost my mind after I spent three days in Center Parcs; these plutocrats are spending months in the equivalent voluntarily, when they could be jetting off to some White Lotus-style resort to have their every whim indulged, or being heli-dropped at the top of a mountain to protect their peace.

It’s like a perverse reversal of Nomadland, the book and subsequent film that explored the lives of struggling Americans living peripatetically in vans from necessity after the 2008 recession. Are rich people so tired of luxury they’re doing this just to feel something? Is it a Common People socioeconomic tourism thing: if you called your real-estate broker, he could stop it all?

Initially I was, at most, mildly entertained by this – it’s just a microtrend, albeit a baffling one that seems to confirm my conviction that wealth is wasted on the wealthy. But then I read something else about ultra-high-net-worthers: they’ve started renting rather than buying property, with the number doing so tripling between 2019 and 2023 in the US, according to the New York Times. Something similar is happening in the UK, with high-end properties being rented and tenants potentially buying later once they’ve tested the water. The founder of the private car hire company Addison Lee, Sir John Griffin, has apparently put his place on the rental market for £75,000 a month.

At those kinds of prices, I’m sure none of them are dealing with black mould or unfairly retained deposits, but it’s still unexpected. I can’t imagine preferring transience and uncertainty over permanence. So why? As a real-estate broker told the New York Times, they’re “choosing flexibility and liquidity over ownership. They don’t want to be bothered with the inconveniences of home ownership, which includes paying real-estate taxes and insurance, especially in markets like Florida and California, where we’re seeing a lot of natural catastrophes.” “Flexibility is the name of the game in today’s market,” the Times confirms.

And, huh – perhaps that’s the explanation? In a world that feels dangerous and unpredictable, increasingly prey to “natural catastrophes” (and unnatural ones), the ultra-rich are learning from their hedge-funder friends and they’re hedging. They’re prepping for any eventuality, but with a luxe 30-tonne RV rather than a government-recommended grab bag. Maybe that’s the most important thing money can buy these days: the ability to get the hell out of Dodge at a moment’s notice.

Emma Beddington is a Guardian columnist



Source link

Continue Reading

Business

Apprenticeships have collapsed in England – Labour needs to fine-tune the solution, fast | Heather Stewart

Published

on


Ensuring England’s workforce has the right skills for a rapidly changing economy is key to Labour’s hopes of boosting social mobility and kickstarting economic growth.

So it seems unfortunate that more than a week after Keir Starmer’s drastic reshuffle, ministers are still wrangling about exactly which bits of the skills agenda will now move to Pat McFadden’s beefed up Department for Work and Pensions (DWP).

Broadly speaking, the education secretary, Bridget Phillipson, is expecting to hang on to responsibility for further education, while McFadden will probably take on apprenticeships and adult skills. Lady Jacqui Smith, the skills minister, will work across both departments.

Labour market experts say there is some logic to the shift: ensuring the right training is available in the right places is one crucial part of tackling the issue of economic inactivity in a rapidly changing employment market, which falls within the DWP’s bailiwick.

But “machinery of government” changes, as official parlance has it, can often bring more disruption than clarity.

Over the past two decades alone, responsibility for skills has bounced around Whitehall, from education into the short-lived Department of Innovation, Universities and Skills (2007-2009) then on to the Department for Business, Innovation and Skills (2009-2016), back into education again, and now across to DWP.

Perhaps this nomadic status helps account for successive administrations’ chronic neglect. Government spending on adult education halved between 2011 and 12 and 2019 and 2020. It then recovered somewhat as the worst years of austerity came to an end, but by last year it was still £1bn down in real terms.

Meanwhile, despite endless speeches by politicians of all stripes about how vocational skills should have the same status as university (I have sat through quite a few: it is compulsory to mention Germany), the numbers completing apprenticeships have collapsed.

Official figures show that 178,220 people earned an apprenticeship in England in 2023-24 – down by more than a third on 2017-18, when the Apprenticeship Levy was introduced.

Recently rebranded as the Skills and Growth levy, this is charged at 0.5% of the payroll of larger firms. It was meant to encourage a flowering of workplace training, although employers have long complained that it is too rigid.

Since Labour came to power, Phillipson has made some changes, cutting the minimum duration of an apprenticeship to eight months.

Enrolment in apprenticeships has risen this year, by just over 2% but business groups are still hoping for a more substantial shake-up.

Companies have their own significant part to play, too. It must surely be a piece of the UK’s productivity “puzzle,” that according to the Learning and Work Institute, employers’ annual spending on training for each member of staff has fallen by 28% in real terms since 2005, to £1,530, a level less than half the EU average.

Longtime education expert Sir Philip Augur put it well in a recent Institute for Fiscal Studies podcast about post-16 education.

Welcoming the changes to the apprenticeship levy, Augur said: “Employers have to step up to the plate here. For employers, ‘I can’t get the staff,’ is quite often an excuse for bad management. Now on this occasion, they can’t get the staff because the skills aren’t there. But there needs to be honesty and self-appraisal on the part of employers.”

Augure called for the levy to rise “very slightly”, to free up more resources for expanding apprenticeships.

skip past newsletter promotion

McFadden is, say his team, keen to ensure that young people get the skills they need to benefit from the jobs scheduled to be created by new government investment in defence and green energy. That will mean working with firms and unions to get the training landscape right.

There is plenty of innovative thinking going on at local level. The West Yorkshire mayor, Tracy Brabin, announced plans last week for what she called “skills-led growth”, in Wakefield, the UK’s largest city without a university.

She hopes to establish a new Wakefield Futures Centre, led by employers, where local people can do courses directly linked to finding work in the fastest-growing sectors in the surrounding economy.

The idea is to make the courses flexible so that adults with caring responsibilities, for example, can take up the offer.

This kind of relatively fluid, employer-connected approach might allow mums to pick up new skills, or older workers to switch sector or dip their toe in the market after a period off sick, for example.

It might also be used to tempt young people to think about a wider set of options: in Manchester, Andy Burnham is pushing to set up an MBacc – an EBacc equivalent, a qualification intended to be an alternative to GCSEs, which is tailored to local jobs.

Jobcentres, which are getting a rejig under Labour to present a more encouraging face, can then signpost to local opportunities such as these.

Getting the skills offer right will have to form one crucial part of any genuine effort to bring down the UK’s unusually high economic inactivity rates, and therefore, ultimately, the welfare bill.

Last year’s crass attempt at cuts failed because Labour could not justify to its own MPs the crude way in which it planned to cut eligibility for the personal independence payment (Pip).

If the government wants to have another go – as McFadden certainly does – then a fresh skills and training offer could be part of the package for the hard-to-reach claimants Labour said it had a “moral case” to help last time – but for whom across-the-board Pip cuts would have done nothing.

It’s not a quick fiscal fix by any means, but get it right and the upside, for individuals, employers and the economy, would be significant and long-lasting. The sooner ministers can clear up who takes on which bits of the task, and crack on with it, the better.



Source link

Continue Reading

Business

How Ancestry Decides Which AI to Use to Synthesize Its Data Trove

Published

on


There’s a fierce battle underway in Silicon Valley, and there’s one piece of technology at the center of it all: AI.

When OpenAI released its AI-powered chatbot, ChatGPT, in 2022, it introduced large language models to the broader public and was embraced by business leaders. It also cast a glaring spotlight on its competitors, some of whom raced to release their own AI-powered chatbots.

The growing number of LLMs poses a tricky question for companies determining which model to use.

Sriram Thiagarajan, Ancestry’s chief technology officer and executive vice president of product and technology, told Business Insider that the company is taking a more-the-merrier approach.

“We are agnostic to LLM models,” Thiagarajan said. “We use multiple AI models. Be it Azure, OpenAI, Meta’s Lama, or offerings under Amazon Bedrock.”

For Ancestry, a Utah-based genealogy company that sells DNA test kits, the AI model’s brand is less important than the end result.

“We built an abstraction layer — what we call an AI gateway — on top that helps us leverage whatever models better fit our case,” he said. “We have built our own agentic framework in a way that helps us provide that unique family story and personalized experience for our consumers.”

Ancestry and AI

Thiagarajan said Ancestry had just begun diving into AI and machine learning when he joined the company in 2017.

At that time, Ancestry was trying to find an efficient way to digitize content, which is a massive undertaking for the company. Ancestry collects numerous forms of records, including birth, death, military, land, immigration, census, and newspapers.

“We’ve collected over 65 billion records across 80-plus countries,” Thiagarajan said. “Just to give a scale, that’s about 10,000 terabytes of data on our platform that we use to provide discoveries to our users.”

In the past, processing and identifying troves of records took months.

“About 15 or 20 years ago, when we digitized the 1940 census, it took us about nine months to do it in a manual way at 10 times the cost,” Thiagarajan said.

Then, the company embraced AI.

“We said, ‘Why don’t we apply computer vision AI techniques to automatically digitize content without manual intervention?’ Thiagarajan said. “Fast forward to the 2021 timeframe, we used our own proprietary handwriting recognition computer vision technologies, and we compressed the time to market to under nine days from nine months at a fraction of the cost.”

Still, Sriram said the company relies on humans to fact-check the AI answers “as needed.”

“We’ve built some automated controls and systems that certainly reduce the amount of time we need to spend checking,” he said. “We want to be extra careful in making sure that what we produce using AI is grounded in truth. Grounded in facts.”

These days, Ancestry is going all in on the tech — especially with its employees.

“There are a lot of things we do to drive AI education within the company,” he said. “Be it brown bag lunches, internal forums, or providing an environment where people across departments can experiment.”

Hackathons are also regular events at Ancestry and provide a space for collaboration across teams.

“So encouraging innovation as part of the flow of work, as they call it, as opposed to that residing as a silo,” Thiagarajan said.





Source link

Continue Reading

Trending