Klana reduced it's workforce by 700 (out of 3000) people after implementing an AI-powered chatbot: > We made the announcement to say the consequence of us laun

Klana reduced it's workforce by 700 (out of 3000) people after implementing an AI-powered chatbot: > We made the announcement to say the consequence of us launching the technology is we need the equivalent of 700 fewer full-time agents than what we usually use on an average basis. On average, we need 3,000 agents, now we need a little more than 2,000. > It's on par with humans in terms of satisfaction and it resulted in a 25% reduction in repeat inquiries from customers > We've stopped hiring in the last six months. We're shrinking as a company, not by layoffs, but by natural attrition. Klarna tries to apply AI across all products and services and work we do. It's having implications on how many people we need as a company. This is one time that a single product improvement led to a massive reduction in need for customer service agents. https://www.cbsnews.com/news/klarna-ceo-ai-chatbot-replacing-workers-sebastian-siemiatkowski/ https://www.cbsnews.com/news/klarna-ceo-ai-chatbot-replacing...