💼 Klarna Hiring People Again After Chatbots Gave Bad Service

After months of promoting AI as a replacement for workers, Swedish fintech Klarna started hiring human customer service agents again after finding that AI chatbots provided "lower quality" service, even if they were cheaper.

Though the AI handled two-thirds of chats and solved problems quickly, customers faced common chatbot problems: wrong answers, no empathy, repetitive replies, and no clear way to escalate unresolved issues.

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