The Commonwealth Bank of Australia (CBA) is facing public criticism after dismissing long-serving employees and filling their roles with artificial intelligence systems they unknowingly helped develop.

Kathryn Sullivan, a 63-year-old teller who worked at the bank for 25 years, revealed that she was made redundant shortly after testing and refining a customer service chatbot known as Bumblebee AI. Only later did she realise that her efforts had been preparing the bot to take over her job.

“I was blindsided. After 25 years, I never expected to be let go this way,” she said while speaking at an AI symposium in Canberra.

Although Sullivan acknowledged that AI can play a role in customer service, she argued that stronger safeguards are needed to prevent technology from displacing human workers without accountability.

The decision sparked customer backlash when the chatbot struggled to handle basic queries, forcing the bank to admit it had mishandled the rollout. CBA apologised and reinstated some roles, but Sullivan chose to walk away, saying the new terms lacked the security of her previous position.

The case has intensified debate over how automation is reshaping jobs in Australia. Trade unions and lawmakers have urged the government to put in place policies that ensure AI adoption supports workers instead of sidelining them.

Meanwhile, CBA has pressed ahead with its AI strategy. Last month, CEO Matt Comyn announced a partnership with OpenAI aimed at combating scams and cybercrime, insisting that embracing advanced technology is key to keeping the bank competitive.

For many, however, Sullivan’s experience serves as a stark warning that without stronger oversight, the rush toward automation could leave loyal workers behind.