The Commonwealth Bank (CBA) has released a detailed report focused on ethics and transparency outlining its organisational strategy for Artificial Intelligence. With AI projected to inject between $45 billion and $115 billion annually into the Australian economy by 2030, CBA is positioning itself not just as a user of the technology, but as a blueprint for corporate digital ethics.
The publishing of the report comes months after a widely reported disaster for the CBA in 2025, regarding the premature replacement of human staff with AI, resulting in a humiliating reversal of job cuts.
The bank was required to apologise and offer to reinstate 45 customer service employees who were made redundant after an AI ‘voice-bot failed to handle the volume of work, leading to increased pressure on the remaining staff.
Publication of the report is, more than likely, part of the CBA’s attempt to move forward from this issue. In doing so, the report highlights the Bank’s approach to AI, its journey over the past decade, and practical examples of AI in action across the organisation.The bank is currently leveraging the technology to solve complex security and service challenges, including:
- Fraud & scam prevention: Real-time detection to shield customer assets.
- Cyber security: strengthening digital perimeters against evolving threats.
- Abuse detection: Identifying and blocking abusive language within transaction descriptions.
- Hyper-personalisation: Tailoring digital experiences to meet individual customer needs.
Trust as the foundation
For CBA leadership, the rapid advancement of technology must be matched by robust safeguards. CEO Matt Comyn emphasised that transparency is a direct response to stakeholder interest.
“Stakeholders want to better understand how AI is being used across the Bank and our approach to managing the risks. This report outlines our progress and the safeguards we have in place to support responsible use,” said Mr. Comyn.
He further noted that the ‘human element’ remains at the core of their strategy, with the bank expanding skilling programs to ensure employees have the capability and confidence to work alongside AI systems.
Alex Matthews, Executive General Manager and lead on the report, reiterated that while the opportunities are vast, risk management remains the priority.
“As Australia’s largest bank, trust is fundamental to how we use AI,” Matthews stated. “Our approach is focused on our risk management foundations and guided by our AI principles.”
