Sebastian Siemiatkowski, CEO of Klarna, has acknowledged the limitations of AI in customer service, leading to a reversal of a hiring freeze on human employees. While AI was initially heralded for its cost-effectiveness, Siemiatkowski now highlights the importance of maintaining a human touch to enhance customer relations. Klarna will focus on recruiting new staff, particularly students and dedicated users, to ensure quality support. This strategic shift indicates a move away from the AI-centric approach previously taken by the company as it re-evaluates the balance between technology and human interaction.
Klarna's CEO Sebastian Siemiatkowski is reversing the company's AI hiring freeze, emphasizing the need for human support alongside AI technology in customer service.
Siemiatkowski stated that investing in quality human support is crucial going forward, acknowledging the lesser effectiveness of AI chatbots compared to human employees.
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