Klarna, once a frontrunner in automating customer service with AI, is now reversing course. After initially eliminating its human teams in favor of AI agents, the company found that customers were dissatisfied with the quality of service provided by algorithms. CEO Sebastian Siemiatkowski acknowledged that prioritizing cost-saving over quality led to subpar customer experiences. In response, Klarna plans to recruit gig workers to restore a human touch to their customer service. This shift reflects a broader realization across industries about the limitations of AI in handling nuanced customer interactions.
cost unfortunately seems to have been a too predominant evaluation factor when organizing this, what you end up having is lower quality.
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.
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