KLARNA Employment Human Assist after going to AI

Once Chatbots, intelligence, look functional enough, buy now, pay the service later Klarna on it, and promised to exchange a lot of human workforce with alternatives to the mechanism. Now on a human employment spray after facing artificial intelligence restrictions, According to Bloomberg.

The CEO of the company, Sebastian Semiatkovsky, recently announced that the company intends to make sure that customers will always have the option to speak to humans when they need service. Of course, he does this in a way that displays her own fears-based on the organization of the new customer service group that works in the human being will be completely far and with a “type of preparation” that seems to be dependent on the work of the contract and it will be said that it will benefit from a group of students from students and individuals in the rural population. But if the best we can do is exploitative work or work at work completely, I think the first represents at least the lowest improvements.

“From the brand’s point of view, the company’s perspective … I think it is very important to be clear to your customer that there will always be a human if you want,” said Siemiatkowski, said, For each Bloomberg.

It is a flagrantly different position from the company just two years ago. In 2023, Siemiatkowski mainly threw himself in artificial intelligence, saying he wanted his company Openai. “Favorite Guinea PigThe company put a Freezing employment And it began to replace the largest possible number of people on his salary statements with artificial intelligence. By 2024, the CEO was proud The company’s workforce is almost halfDropping from a large number of 3800 to 2000 by turning into alternatives to artificial intelligence. The cuts called “natural attrition” instead of the result of the demobilization of workers.

Clarna claimed that AI Chatbots was dealing with two -thirds of customer service talks during the first month of publication and continued the prosecution that artificial intelligence was doing 700 customer service agencies. The problem is that it really is doing 700 bad agents, and that this quality affected. Simiakovsky said: “Unfortunately, it seems that she was a worker in the prevailing evaluation when organizing this, so what you end up with less quality,” said Simiakovsky. “Investing really in the quality of human support is the path of the future for us.”

One response to this may be: not shit. People do not like talking to Chatbots, regardless of their progress in recent years. A I conducted the study last year I found that more than four out of five people would choose to wait for a person to speak immediately by a robot. A Gartner wiped I found about two -thirds of customers who do not use artificial intelligence companies to serve customers, and there is a research to indicate that people have Less confidence in and Satisfaction rates from Artificial intelligence agents.

Frankly, this is something Clarna knew two years ago when he went to the path of artificial intelligence, because humans had in place of these fine roles. It seems that the company chose to create worse experience for its customers because it wanted to coincide with it forward and innovative and wanted to save money, until that experience was actually worse more expensive than paying people.