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." Read more of this story at Slashdot.

May 15, 2025 - 07:34

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."