Swedish fintech company Klarna is reversing its decision to replace workers within its customer service division with AI ...

Swedish fintech giant Klarna's dramatic reversal from AI back to human employees exposes the harsh reality that artificial ...

He says that while AI customer service chatbots were cheaper to employ than human staff, they resulted in a "lower quality" output. So now Klarna is recruiting a new batch of customer service ...

A year after claiming that its AI chatbot could do the work of 700 representatives, Klarna is turning back to people to handle more of its customer service work. The buy now, pay later firm now ...

Klarna, the buy-now-pay-later firm, will increase human hires after AI customer service fell short of expectations. Despite ...

Klarna, the Swedish fintech firm, is reversing its strategy of replacing human workers with AI after facing criticism for ...

Siemiatkowski revealed to Bloomberg that Klarna is once again hiring humans so customers will always have the option to speak to a real person when they require customer service. "From a brand ...

However, it is not the case that Klarna customers have always had to make do with an AI when contacting customer service. This is because there are several thousand customer advisors at service ...

Klarna Group Plc’s co-founder and CEO, Sebastian Siemiatkowski, has admitted the fintech giant’s aggressive use of artificial intelligence in customer service has backfired. “As cost ...

While the company claims most functions became more efficient thanks to its AI efforts, the largest financial impact was the significant reduction in customer service costs. Klarna said last year ...

A year ago, Klarna CEO Sebastian Siemiatkowski boasted in a letter to shareholders that the BNPL giant's AI assistant was performing the work of 700 employees. At the time, the company revealed ...