Klarna, the Swedish fintech firm known for its buy now, pay later service, is responding to claims about regretting its shift from human labor to AI. Contrary to reports, Klarna is piloting a remote customer service model reminiscent of gig economy work, where workers can choose their schedules. The company aims to ensure human support is available to customers while maintaining a strong AI infrastructure. Klarna's efforts focus on enhancing customer service while continuing to invest in AI technologies, highlighting a strategy that balances both elements.
"From a brand perspective, a company perspective, I just think it's so critical that you are clear to your customer that there will be always a human if you want."
"The pilot program is a small test designed to complement our AI setup, not replace it or signal a reversal," a Klarna spokesperson said.
"Klarna is not backing down from AI," the spokesperson said, "We continue to invest heavily, including a full rebuild of our tech stack to be AI-first."
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