The author non-ironically cites Klarna's year-old announcement around their pivot to letting AI do their customer support. Unmentioned is Klarna's announcement[1] from last month, after a full year the AI-first support, where they realize that people are the secret ingredient.
There's definitely some "there" there, but there is also a reason nobody is replacing their most expensive layer of staff (senior management) with much cheaper AIs.
There's definitely some "there" there, but there is also a reason nobody is replacing their most expensive layer of staff (senior management) with much cheaper AIs.
1 - https://www.conversationalainews.com/klarnas-ceo-just-had-an...