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Teleperformance Sinks as Klarna Fuels Worries Over Impact of AI - Bloomberg
Teleperformance SE shares plunged Wednesday after a statement from Swedish fintech Klarna rekindled concern that artificial intelligence will hurt the French company’s call-center business.
(Bloomberg) -- Teleperformance SE shares plunged Wednesday after a statement from Swedish fintech Klarna rekindled concern that artificial intelligence will hurt the French company’s call-center business. Buy-now-pay-later lender Klarna said its AI assistant, powered by OpenAI, is doing the equivalent work of 700 full-time agents and has had 2.3 million conversations, equal to two-thirds of the company’s customer service chats, within the first month of being deployed. Still, TP ICAP Europe strategist Sarah Thirion said Klarna’s comments confirmed that AI tools can be of great help in perfecting customer experience, while not replacing humans altogether.
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