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Klarna’s AI replaced 700 workers — Now the fintech CEO wants humans back after $40B fall
Klarna CEO Sebastian Siemiatkowski admitted the company’s AI-heavy approach to customer service went too far, leading to a drop in quality. The fintech firm is now rehiring human agents through a remote, on-demand model, while continuing to integrate AI across operations.
The firm is piloting a new model where remote workers, such as students or people in rural areas, can log in and provide service on-demand, “in an Uber type of setup.” Currently, two agents are part of the trial. The firm is rebuilding its technology stack with AI at the core to drive efficiency, and is working on a digital financial assistant to help customers secure better interest rates and insurance deals, the news outlet reported. The company’s 2024 announcement that AI was handling the workload of 700 human agents shook the call center industry, sending shares of France-based Teleperformance SE down sharply.
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