Klarna, a fintech company, is revising its customer service model by reintroducing human agents to work alongside their AI chatbot. CEO Sebastian Siemiatkowski acknowledged the limitations of AI, particularly in delivering quality service compared to human interactions. While the AI assistant has improved efficiency by handling many customer inquiries, the company recognizes the essential role of human empathy. This strategy shift follows a significant reduction in workforce and aims to provide better support, especially targeting dedicated users and students in their recruitment efforts.
This move aims to enhance service quality and address the limitations of relying solely on artificial intelligence.
From a brand perspective, a company perspective, I just think it's so critical that you are clear to your customer that there will always be a human if you want.
Although AI chatbots are cheaper than human workers, they provide lower-quality service.
Consequently, the company is recruiting a new batch of customer service employees, focusing on providing "quality" human support for customers.
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