Commonwealth Bank, OpenAI boost AI skills for SMEs

Commonwealth Bank has launched a national technology skills initiative targeting its one million small business customers, with a focus on artificial intelligence, cybersecurity, and broader digital capabilities.

The bank said it will work with OpenAI on AI learning resources and masterclasses as part of the programme. The initiative includes business masterclasses that cover AI, cybersecurity and digital capability.

Commonwealth Bank framed the move as a response to a skills and time gap among small business owners and a slow pace of AI adoption across the segment.

"Small businesses are the backbone of Australia's economy, but many tell us they don't have the time or resources to explore how technologies such as AI could help them," said Matt Comyn, Chief Executive Officer, Commonwealth Bank of Australia.

AI adoption

Commonwealth Bank cited findings from the 2025 Council of Small Business Organisations Australia Small Business Perspectives Report. It noted 48% of Australian businesses are not currently using AI, and 14% have integrated AI into their operations or services.

The bank positioned the initiative around practical use cases. It gave examples that included a café owner using AI to plan menus, a retailer automating daily customer insights, and a sole trader using AI for proposals or invoicing.

Commonwealth Bank also highlighted cyber skills as part of the plan. It linked the cybersecurity element to the increasing digitisation of small business operations and customer engagement.

"We want every small business to feel confident using digital technologies such as AI, whether they're starting, running, or growing their business. That also means helping them build strong cyber skills to protect their data, customers, and operations as they go digital," said Comyn.

OpenAI role

The initiative includes AI learning resources and masterclasses that Commonwealth Bank and OpenAI will develop jointly. Commonwealth Bank said the content will cover AI fundamentals, productivity, automation and responsible use.

OpenAI said Australian businesses already use its products for day-to-day tasks, and it presented AI as a baseline technology for small businesses over time.

"Thousands of Australian businesses already use ChatGPT to improve efficiency and customer service. AI will be as essential to small business as the internet or mobile banking," said Jason Kwon, OpenAI Chief Strategy Officer.

Industry reaction

The Council of Small Business Organisations Australia welcomed the initiative. The group linked AI uptake to productivity and competitiveness for smaller firms.

"Small businesses are natural innovators, and they want to use AI to save time, improve productivity and stay competitive. With the right practical support, the benefits for productivity, competitiveness and the broader economy are enormous," said Matthew Addison, Chair, Council of Small Business Organisations Australia.

Internal rollout

The bank said the small business programme follows its own internal rollout of ChatGPT Enterprise. It described the move as one of the largest deployments of its kind in the global financial services sector.

Commonwealth Bank said it is partnering with OpenAI to roll out ChatGPT Enterprise across nearly 50,000 employees. It stated that the goal is to make AI part of day-to-day work rather than a limited pilot.

The bank described a focus on security, consistency and familiarity. It listed connectors, training, leadership role modelling and hands-on programmes as part of its approach, including forums, daily tasks and internal experiments.

Commonwealth Bank said it plans to embed AI into everyday workflows. It also pointed to future "agent-powered use cases" linked to customer experience, including customer service and fraud and scam response.

"When we wanted to get the organisation using a very high-quality product with real consistency, we chose OpenAI so we could translate that capability into better outcomes for our customers," said Matt Comyn, Chief Executive Officer, Commonwealth Bank of Australia.