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Title: Klarna CEO Says Company Will Use Humans To Offer VIP Customer Service

Link: https://slashdot.org/story/25/06/06/0050210/k...

An anonymous reader quotes a report from TechCrunch: My wife taught me
something," Klarna CEO Sebastian Siemiatkowski told the crowd at London SXSW.
He was addressing the headlines about the company looking to hire human
workers after previously saying Klarna used artificial intelligence to do
work that would equate to 700 workers. "Two things can be true at the same
time," he said. Siemiatkowski said it's true that the company looked to stop
hiring human workers a few years ago and rolled out AI agents that have
helped reduce the cost of customer support and increase the company's revenue
per employee. The company had 5,500 workers two years ago, and that number
now stands at around 3,000, he said, adding that as the company's salary
costs have gone down, Klarna now seeks to reinvest a majority of that money
into employee cash and equity compensation. But, he insisted, this doesn't
mean there isn't an opportunity for humans to work at his company. "We think
offering human customer service is always going to be a VIP thing," he said,
comparing it to how people pay more for clothing stitched by hand rather than
machines. "So we think that two things can be done at the same time. We can
use AI to automatically take away boring jobs, things that are manual work,
but we are also going to promise our customers to have a human connection."

Read more of this story at Slashdot.

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