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Bad news shouldn’t come from a bot: Five rules to stop automation breaking trust

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The bot got there first. At Australia and New Zealand Banking Group (ANZ), more than 100 bankers learned they were out of a job not from a manager, not from HR, but from an automated email politely requesting their laptops back. The bank apologized. The union called it “disgusting.” The headlines wrote themselves. The damage wasn’t about the restructure itself. It was about the delivery: Out of…

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