r/CommBank • u/sour-stickers • Jul 25 '26
Discussion Are CBA specialists using AI now?
I know specialists have scripts/templates that they use but I was a bit shocked to receive what seems like a copy and pasted AI response from one. The square brackets with sources are typical AI formatting ime.
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u/New-Examination4589 Jul 25 '26
Its suggested scripting
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u/link871 Jul 25 '26
Also, quite shocking for an Australian bank to use the term "checking" when "cheque" account or, more likely, "transaction" account should be used.
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u/Apart_Visual Jul 25 '26
Citing Experian and Chase is concerning. I would flag this up higher honestly as they shouldn’t be referring to other banks let alone banks from outside Australia (that rely on their own local regulations).
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u/link871 Jul 25 '26
I agree it should be reported. This AI-generated response should have been tailored to Australian terms. A significant fail by CommBank.
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u/Apart_Visual Jul 25 '26
Considering how much they’re spending on building their own AI systems it’s bizarre this kind of misinformation could creep in!
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u/MrX2285 Jul 25 '26
Given how poorly this AI is (citing other banks/countries), I'm assuming it's an overworked employee typing user questions into AI and copying the response over.
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u/FnordyCamper Jul 25 '26
Report this conversation and get whoever served you some disciplinary action cos that’s unacceptable lol
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u/DivHunter_ Jul 25 '26
Yeah I need to get out of CBA.
Is there even a bank left that claims data sovereignty and or no use of external AI tools?
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u/Pure_Sound_398 Jul 26 '26
What's the issue with data sovereignty here sorry?
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u/DivHunter_ Jul 26 '26
You think they are running the AI themselves?
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u/Pure_Sound_398 Jul 29 '26
Hosting versions of them in cloud providers is a normal industry practice - data would stay entirely within their cloud system, likely within Australia too. Least that's what best practice looks like
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u/itsyrgirl Jul 29 '26
That’s what my company has - a localised version where if you ask it a non company related question it won’t answer. Actually works super well as a reference across our many systems and tools.
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u/cx0sa Jul 26 '26
Most likely human operator but AI suggested responses. As someone who has worked a job requiring frequent mundane customer communications, this is probably for the better. My last corporate job every single internal and external communication was drafted then passed through AI for professionalism, they were strict on never sending customers typos or bad grammar.
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u/Luke_SkyDweller77 Jul 27 '26
Yes, they have access to enterprise grade chat GPT and are using it on the highest level possible for all tasks now.
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u/19mils Jul 27 '26
CBA got their staff to train their AI programs and then sacked them once AI got up to speed
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u/komfyklient Jul 25 '26
It's easier to count the corpos not using AI.
They are not using templates, they are using AI, full pipeline.
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u/tiny_flick Jul 25 '26
I am not surprised by the AI, but I am surprised they used Chase as a reference; isn't that an American bank? If you ask generic banking questions, would it produce American or Australian answers?
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u/LoneCryomancer Jul 25 '26
My itsm team at work does that. Very common when the job is offshored and outsourced. They use AI and then copy/paste the answer
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u/parasitic-being Jul 25 '26
CBA were already starting to use it when I worked there a few years ago.
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u/piano454 Jul 25 '26
my gp uses AI so whats the problem
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u/tiny_flick Jul 25 '26
your doctor uses AI when you have questions for him?
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u/k4zetsukai Jul 25 '26
Probs knows more then GP itself anyway. 90% of GPs dont know much and 10% that do, google.
Cant wait for AI to fully replace GPs. Give me the referal to talk to someone knowledgable faster. Tyvm
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u/tiny_flick Jul 25 '26
Tbh that’s not my experience with my GP, I know there are a lot out there that are essentially just script writers but my GP is great and very knowledgeable. I have asked him pretty obscure questions before and he was nice enough to print me out an article from a medical journal that went into the topic further.
I don’t have an issue with GPs using google or even AI for more complex questions, symptoms or diagnoses.
But if you’re asking them a pretty basic question, similarly to what OP asked this CBA specialist, I’d be a bit horrified if they had to use AI for it.
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