A 65-year-old former bank teller at the Commonwealth Bank of Australia, Kathryn Sullivan, has revealed how she was made redundant after training the very chatbot that eventually replaced her.
According to The Sun, Sullivan, who spent 25 years with the bank, was laid off in July. Her final assignments—writing and testing responses for the bank’s “Bumblebee AI”—turned out to be the groundwork that enabled the chatbot to assume her role.
“I was completely shell-shocked, alongside my colleague. We just feel like we were nothing, we were a number,” she said.
While Sullivan admitted AI has clear benefits, she stressed the need for safeguards. “I embrace the use of AI and I can see a purpose for it in the workplace and outside. But there needs to be regulation to prevent copyright infringements or replacing humans,” she warned.
After ignoring her inquiries for over a week, the bank later admitted its AI rollout had been premature. CBA apologised and offered reinstatement to the affected staff, but Sullivan declined, citing lack of job security.
A spokesperson said: “The bank’s initial assessment that 45 roles were not required did not adequately consider all relevant business considerations. Because of this error, the roles were not redundant”.
Despite the backlash, CBA has continued to deepen its AI investments. CEO Matt Comyn recently announced a partnership with OpenAI to combat scams, fraud, cyber, and financial crime.
“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,” he said.
The incident has reignited debate over AI ethics, job security, and whether employees risk training themselves out of work. Globally, AI is rapidly taking over customer service, financial analysis, and administrative roles, sparking fears about the future of employment.
In Nigeria, the development resonates strongly as banks and fintechs ramp up use of AI for fraud detection, financial services, and customer support.
