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Klarna changes its AI tune and again recruits humans for customer service
Over a year after claiming that its AI chatbot could do the work of 700 representatives, Klarna is turning back to people to help with customer service work.
Starting with a pilot program, the firm will offer customer service talent “competitive pay and full flexibility to attract the best,” with staff able to work remotely, according to Nordstrom. “That’s why we’re running this pilot, bringing in highly educated students, professionals and entrepreneurs for a new kind of role that blends frontline excellence with real-time product feedback.” “As customers increasingly voiced frustration over impersonal interactions and limited access to human help, it became clear this approach risked undermining the very experience they aimed to improve.
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