Klarna, which said in 2024 that AI was doing the work of 700 customer service agents, starts hiring remote workers after the AI approach led to “lower quality”

To that end, Sebastian Siemiatkowski, 43, is plotting a rare recruitment drive so the buy-now-pay-later company's customers …

Bloomberg 2025-05-11 Charles Daly

@carnage4life Dare Obasanjo on bluesky
Klarna made waves replacing staff with AI, but now it's rehiring humans after quality dipped. — They are still “AI first” by not replacing employees who leave given AI. I like to think of this as “hiring freeze first” instead. It's more honest.
@glinden Greg Linden on bluesky
Foolish for CEOs to think they can replace customer service with AI chatbots at their current quality level. Customer service is the face of your company. Poor customer service damages the customer experience and will cause lost customers, lower growth, and lower revenue. [emb…
@pitdesi Sheel Mohnot on x
Klarna was one of the first to go all-in on AI, replacing 700 customer service staff last year. Now CEO @klarnaseb says they focused too much on cost and hurt quality, so they're investing in humans again and will let customers talk to real people.
r/programare r on reddit
As Klarna flips from AI-first to hiring people again, a new landmark survey reveals most AI projects fail to deliver
r/technology r on reddit
As Klarna flips from AI-first to hiring people again, a new landmark survey reveals most AI projects fail to deliver
r/singularity r on reddit
As Klarna flips from AI-first to hiring people again, a new landmark survey reveals most AI projects fail to deliver
r/OpenAI r on reddit
As Klarna flips from AI-first to hiring people again, a new landmark survey reveals most AI projects fail to deliver

Chronicles