3 ms·
Didn't Klarna say they'd replaced all of their customer service reps with AI, and then had to backtrack and rehire them when the AI was doing a terrible job?
by cjrp 11mo ago
Didn't Klarna say they'd replaced all of their customer service reps with AI, and then had to backtrack and rehire them when the AI was doing a terrible job?
- svelle 11mo agoYes. Although it seems they didn't rehire, but just reassigned people from other parts of the org. https://www.cnbc.com/2025/05/14/klarna-ceo-says-ai-helped-company-shrink-workforce-by-40percent.html https://www.cnbc.com/2025/05/14/klarna-ceo-says-ai-helped-co... https://www.businessinsider.com/klarna-reassigns-workers-to-customer-support-after-ai-quality-concerns-2025-9 https://www.businessinsider.com/klarna-reassigns-workers-to-...