Japanese bank Sumitomo Mitsui Trust has announced a plan to allocate up to 380 billion yen to digital technology, plus 30 billion yen to optimize operations. The measure includes the relocation of 900 customer service employees, a figure that hides the real intention of reducing the workforce in the long term through artificial intelligence and chatbots.
Digitalization that hides a silent cut in administrative staff 🤖
The 380 billion yen, about 2.5 billion euros, will be invested in systems that automate administrative and customer service tasks. The relocation of the 900 employees is temporary: in two or three years, when AI matures, they will be replaced by chatbots. Workers have also seen their salaries reduced compared to their original positions, causing many to leave the bank voluntarily. The customer will notice fewer physical branches and more machines, with personalized service only for the wealthiest.
The future is cold, automatic, and with fewer windows for complaints 🥶
Shareholders celebrate the news, but citizens should prepare for a bank where talking to a human will be a luxury for premium clients. If something goes wrong, you'll have to fight with a chatbot that doesn't even understand the problem. Sure, the 900 relocated employees will have plenty of time to think about their next job while AI learns to respond with the same warmth as a suggestion box.