Klarna and Duolingo have embraced an 'AI-first' approach, initially aiming to minimize human input in favor of automation. Klarna's CEO, Sebastian Siemiatkowski, acknowledged that their ambitious AI goals led to lower quality customer service, prompting a shift back toward hiring more human representatives. Meanwhile, Duolingo is experiencing backlash on social media for its similar shift, reflecting public concern over the impact of AI on jobs and service quality. These cases illustrate the complexities and challenges companies face in integrating AI effectively while maintaining service standards.
As cost unfortunately seems to have been a too predominant evaluation factor when organizing this, what you end up having is lower quality.
Really investing in the quality of the human support is the way of the future for us.
Klarna is reversing course, indicating that it might have been too ambitious with its AI goals.
Duolingo is facing a tsunami of pushback from the general public on social media after announcing its AI-first move.
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