Abstract
In recent years, the integration of advanced technologies within banking institutions has accelerated, promising improved operational efficiency and enhanced customer service. However, the implications of this technological transformation for employees, particularly bank tellers, remain underexplored. This study investigates how Artificial Intelligence (AI) chatbots influence the work experiences of South African bank tellers employed by the country’s ‘big four’ banks. Using a qualitative research design and semi-structured interviews, the study uncovers key themes, including optimism versus fear, the enduring value of human interaction, and the imperative for reskilling and upskilling. While participants expressed optimism about increased efficiency and the simplification of routine tasks, they also voiced concerns about job security as AI systems increasingly replicate tasks traditionally performed by tellers. The findings reveal a significant occupational shift from cash handling to customer service facilitation, as most transactions are now automated or completed digitally. Moreover, automation has altered communication patterns within banking spaces, reshaping interpersonal dynamics. Despite these technological advances, the study highlights that the human touch remains a vital, irreplaceable component of the teller’s role. It concludes by recommending that banks adopt comprehensive reskilling initiatives to equip employees with the competencies required to adapt to an evolving technological landscape while preserving meaningful human engagement in banking services.