Klarna praises the effectiveness of artificial intelligence, but denies that the layoffs have anything to do with it.
Klarna uses generative artificial intelligence in its customer service. All Over Press
Swedish-based Klarna, which develops a payment platform for online stores, uses OpenAI’s generative artificial intelligence technology in customer service and praises the results of the cooperation that started last year.
Fast Company reports that an artificial intelligence-based chatbot already handles two-thirds of customer service conversations. A total of 2.3 million conversations have already accumulated. According to data published by Klarna on Tuesday, customers are just as satisfied with the help of an artificial intelligence assistant as with the help of a human expert.
Klarna predicts that the use of chatbots can be seen as a profit improvement of 40 million dollars in 2024.
Klarna boasted on Tuesday that the artificial intelligence assistant is responsible for the work input of 700 full-time human employees. This raised eyebrows, according to Fast Company, because the company was cutting roughly this amount of employees in 2022, or about 10 percent of its entire workforce.
At that time, the CEO Sebastian Siemiatkowski cited the uncertain outlook of the economy, the possibility of inflation and recession as the reasons for the reductions. He was criticized for his handling of the dismissal case after he published a table on Linkedin showing the names of several people who had been dismissed.