When AI Automation Measures the Wrong Thing
You called your bank last week, or your airline, or your phone company. And somewhere in the first thirty seconds you did the thing everybody does. You pressed zero. Or you said “operator.” Or you said “representative” a little louder than you meant to.
Hold onto that call, because last year a bank counted it. The number it found was the opposite of the one it had already made a decision on, and that decision affected the jobs of 45 people.
First, what the machine is good at
A voice bot handles one sort of call very well. Checking a balance. Resetting a card. Telling you whether a payment cleared. Those calls are short, and they’re nearly identical. A bot answers them at three in the morning without complaint.
That’s a real win. The bank never pretended otherwise, and neither will I.
July 2025
The Commonwealth Bank of Australia cut...
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