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A few days ago Klarna's AI bot lied to me that it was human, lied about speaking Finnish as its native tongue, and wrote me a Haiku about Klarna's cashback.
>While Klarna pioneered the use of AI in customer service Local firms here have had bots in customer service for many years now, even well before the transformers era. Is Klarna living in a bubble?
They are pioneering too hard to pay attention to the rest of the industry.
Earlier quoted context omitted.
[flagged]
Klarna is Swedish, not from the US.
Either Klarna is really good at pulling strings to get media coverage, or mainstream media does not fact checking themselves. About a year ago, the company was everywhere in the media when its CEO announced that it created an AI bot that is doing the equivalent of 700 fulltime customer service folks. I did what seemingly no other publication reporting on it did: signed up for Klarna, bought one item and used this bot…
A few days ago Klarna's AI bot lied to me that it was human, lied about speaking Finnish as its native tongue, and wrote me a Haiku about Klarna's cashback.
That's actually a great captcha - if the presumed human can write a haiku about something very quickly, they are probably a bot.
Either Klarna is really good at pulling strings to get media coverage, or mainstream media does not fact checking themselves. About a year ago, the company was everywhere in the media when its CEO announced that it created an AI bot that is doing the equivalent of 700 fulltime customer service folks. I did what seemingly no other publication reporting on it did: signed up for Klarna, bought one item and used this bot…
The AI marketing is just an attempt to reframe the value narrative of the company before IPO. They would rather be seen as an AI company than an unsecured lender of last resort.
The narrative on Klarna’s core business is not good in any case, either an extractive lender benefiting from people buying what they may not afford and charging exorbitant interest or a lender of last resort who has not properly underwritten the risk in their portfolio. Neither is preferential to them compared to a value narrative framing them as an AI company. Likely the market is too skeptical in this environment to take the bait however.
Not sure if this is the primary reason. It just seems to me their AI adoption was unable to meet the baseline effectiveness of their human agents.
Either Klarna is really good at pulling strings to get media coverage, or mainstream media does not fact checking themselves. About a year ago, the company was everywhere in the media when its CEO announced that it created an AI bot that is doing the equivalent of 700 fulltime customer service folks. I did what seemingly no other publication reporting on it did: signed up for Klarna, bought one item and used this bot…