Commonwealth Bank of Australia (CBA) announces a large-scale adoption of ChatGPT Enterprise for nearly 50,000 employees. It's not a pilot: it's about turning AI into a core capability of the bank, with a focus on security, consistency, and making the tool familiar to the team.
What Commonwealth Bank is doing
CBA and OpenAI partnered to bring ChatGPT Enterprise across the organization. The idea isn't to showcase tech, but to embed tools people use every day: from routine tasks to decisions that affect customers at critical moments.
When we wanted the organization to use a very high-quality product with real consistency, we chose OpenAI to translate that capability into better outcomes for our customers.
How they build AI fluency
Deploying a corporate account isn't enough. CBA works on several fronts so the AI is useful and safe:
Connectors that link to internal systems, so answers are informed and consistent.
ChatGPT
Training and hands-on programs: forums, daily tasks, and internal experiments so employees learn with real examples.
Leadership as role models: leaders use the tool and show concrete use cases, which speeds up adoption.
Does that sound like team training to you? Exactly. It's not just technology; it's changing processes and habits.
What they're trying to solve and what's next
First they aim to integrate AI into everyday workflows: improve employee efficiency, standardize responses, and reduce friction. After that, they'll expand into agent-driven cases (automated agents that act on tasks): customer support and fraud response are priority examples.
Why agents? Because they can automate triage, suggest actions in real time, and free people for work that needs human judgment. For example: an agent can prefilter fraud alerts and prepare a response guide so the human team can close the case faster.
Impact for customers and employees
For customers, it means faster and more consistent answers in high-impact moments, like fraud reports. For employees, it means fewer repetitive tasks and contextual information when they need it.
CBA's bet is clear: use AI as a platform to improve real outcomes, not as a tech curiosity. It's an exercise in scale and discipline: if a bank pulls this off with security and adoption, it's a replicable example for other organizations.
Think for a moment: has your company thought about how to teach its people to use AI, not just buy it? That's the difference between a project and a capability.
