Klarna is flip-flopping on its AI-first strategy.
Last year, the company suggested that investment in AI could help reduce its staff by more than half.
Before that, Klarna launched an AI assistant that it claimed could do the work of 700 full-time contact center agents.
However, Sebastian Siemiatkowski, CEO of Klarna, has acknowledged that he underestimated the need for the human touch in customer service.
In an interview with Bloomberg, Siemiatkowski…
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https://www.cxtoday.com/contact-center/klarna-grapples-with-ai-led-customer-service-pivots-to-an-uber-type-of-setup/
