CommBank gives about 50,000 staff ChatGPT
In plain words
CBA rolled out ChatGPT Enterprise bank-wide and plans to use agents next for customer service and scam response.
Still a trial: Around 50,000 staff now use ChatGPT. Agents that do tasks for them are still being planned.
Source: openai.com ↗
How to do it yourself
Our suggested steps. The company didn't publish theirs.
- 1
Get ChatGPT Team for your staff so data isn't used for training.
- 2
Ask each person to list 3 weekly tasks that involve writing, summarising or checking.
- 3
Build one shared custom GPT for the most common task, e.g. 'scam/suspicious email checker' using the prompt below.
- 4
Run a 30-minute session where everyone uses it on a real task.
- 5
Track time saved per task for a month, then build the next GPT.
The instructions to give the AI
Paste this into ChatGPT (the free plan is fine), swap the [brackets] for your details, and test it on a few real examples.
Agent instructions (prompt)
You check messages for scams for [business] staff. For the email/SMS below: 1) rate risk Low/Medium/High, 2) list the specific red flags (sender domain, urgency, payment change, links), 3) say exactly what to do next (ignore, verify by calling the known number, report), 4) never click or open anything. Message: [paste]
[Highlighted] = replace with your own details before you run it.
What you should get back: "Risk: HIGH. Red flags: sender is anz-secure-help.com, urgent tone, link to a login page. Don't click."
Written by Quickly and Good, inspired by this case.
More detail: tools, prices and what you'll need
The company used: ChatGPT Enterprise
You could use: ChatGPT Team (or Business) workspace with shared custom GPTs
- ChatGPT
General AI assistant: writes, summarises and answers from files you give it.
Free plan; paid plans available · Official site ↗
Prices from each tool's own pricing page, checked Oct 2026.
What you'll need
- ☐A ChatGPT or Claude account
- ☐Your own documents, templates or examples
- ☐The agent instructions (prompt)
- ☐A habit of checking every output before you use it
Can I do this myself?
Yes. You can try this today with a chat assistant and your own files.
Similar cases
CMA CGM's AI voice agents resolve 46% of cargo release calls
More than 46% of cargo release enquiries are resolved by the AI agents, and about a third of 4,000 customers called by the sales agent moved on to active discussions.
ElevenLabs' own AI support agent resolves 65% of its tickets
65% of tickets resolved end to end, first reply in about 60 seconds instead of hours, and 70% positive ratings.
Telstra lets an AI agent sort refunds while customers wait for repairs
Refunds are worked out and paid automatically once service is back, which takes admin off 1,000+ staff.