Klarna CEO has acknowledged that the company's AI-driven cost-cutting measures have been overzealous, impacting customer service quality. This comes after a period of aggressive investment in AI to automate tasks and reduce operational expenses. The initial strategy aimed to leverage AI advancements for enhanced efficiency.
However, the rapid shift towards AI-centric solutions led to unforeseen consequences, particularly in customer support. Customers experienced difficulties in resolving issues, prompting Klarna to re-evaluate its approach. As a result, Klarna is now reintroducing human agents to address complex customer inquiries and improve overall satisfaction.
This strategic adjustment reflects a broader recognition that while AI offers significant potential for cost reduction and automation, human interaction remains crucial in certain aspects of customer service. Klarna's revised approach seeks to strike a balance between AI efficiency and personalised customer support, ensuring a more seamless and satisfactory experience for its users.