Bank forced to rehire workers after lying about chatbot productivity, union says

""a reduction in call volumes" by 2,000 a week" means people aren't calling in as much. How many problems people have per day is roughly constant, so the only change in how many calls they get is entirely dependent on how much people expect calling in is going to fix their problems. So a reduction in call volume means they're not fixing as many problems which means customers are less satisfied

This was my read of this as well! What a stupid metric. The first thing I thought when I read that was "Yeah, that's probably because people stopped calling and started looking for another bank."

That'll be what I'll do if my bank starts replacing people with AI. Take my money out and go somewhere that isn't trash.

Actually call volumes increased:

“ The union took CBA to the workplace relations tribunal earlier this month as the company wasn’t being transparent about call volumes, according to a statement Thursday from the Finance Sector Union. The nation’s largest lender had said that the voice bot reduced call volumes by 2,000 a week, when union members said volumes were in fact rising and CBA had to offer staff overtime and direct team leaders to answer calls, the union said.”