The Commonwealth Bank’s recent backtrack on AI-driven job cuts has got me thinking about the messy reality of technological transformation in corporate Australia. After announcing they’d be leveraging artificial intelligence to streamline operations, CBA has now apologised for what they’re calling an “error” as call volumes surge and customer satisfaction plummets. It’s a fascinating case study in the gap between boardroom promises and real-world implementation.

What strikes me most about this whole saga is how it perfectly encapsulates the current AI hype cycle we’re living through. Companies are so eager to jump on the AI bandwagon that they’re making sweeping decisions without properly understanding the technology’s limitations or considering the human element that often makes the difference between success and failure. The fact that CBA hired 2,000 additional staff members after their AI experiment suggests they significantly underestimated the complexity of customer service interactions.