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Пишет Slashdot (![[info]](http://lj.rossia.org/img/syndicated.gif){kind=small} syn_slashdot)@ 2025-05-15 05:30:00 |
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Klarna Pivots Back To Humans After AI Experiment Fails
Fintech startup Klarna is now recruiting humans after its AI customer service agents underperformed. The buy-now-pay-later company, which eliminated its marketing contracts in 2023 and customer service team in 2024, now plans an "Uber-type setup" with remote gig workers. This marks a stark reversal from CEO Sebastian Siemiatkowski's 2024 claim that "AI can already do all of the jobs that we, as humans, do." Siemiatkowski told Bloomberg: "From a brand perspective, I just think it's so critical that you are clear to your customer that there will be always a human if you want." He added that "cost unfortunately seems to have been a too predominant evaluation factor" leading to "lower quality."
Fintech startup Klarna is now recruiting humans after its AI customer service agents underperformed. The buy-now-pay-later company, which eliminated its marketing contracts in 2023 and customer service team in 2024, now plans an "Uber-type setup" with remote gig workers. This marks a stark reversal from CEO Sebastian Siemiatkowski's 2024 claim that "AI can already do all of the jobs that we, as humans, do." Siemiatkowski told Bloomberg: "From a brand perspective, I just think it's so critical that you are clear to your customer that there will be always a human if you want." He added that "cost unfortunately seems to have been a too predominant evaluation factor" leading to "lower quality."
Read more of this story at Slashdot.
