US Edition'AI can do job of 700 agents': Swedish firm that stopped hiring humans, wants them back
- Swedish fintech Klarna paused all hiring in December 2023 after replacing many customer service roles with AI technology.
- The company’s prior strategy prioritized AI to handle customer chats but faced quality issues and a 22 percent headcount drop by natural attrition.
- Klarna CEO Sebastian Siemiatkowski acknowledged AI completed about 75 percent of 2.3 million chats but admitted human support remains critical for customer satisfaction.
- Siemiatkowski emphasized that prioritizing high-quality human customer service is essential for the company moving forward, indicating a renewed focus on employing people rather than relying solely on AI.
- Klarna has launched a new recruitment drive targeting students, rural workers, and passionate users to rebuild human customer service with a remote, gig-model setup.
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AI replaces humans: Klarna replaces 700 employees with AI, slashes workforce by 40% - Tech Startups
Klarna isn’t easing into the AI era—it’s sprinting into it with fewer humans on board. Klarna CEO Sebastian Siemiatkowski revealed on Wednesday that the company has cut its workforce by roughly 40%, driven by AI adoption and natural attrition. The […] The post AI replaces humans: Klarna replaces 700 employees with AI, slashes workforce by 40% first appeared on Tech Startups.
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Leaning Left2Leaning Right4Center5Last UpdatedBias Distribution45% Center
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R 36%
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