Klarna changes its AI tune and again recruits humans for customer service

Klarna changes its AI tune and again recruits humans for customer service
customerexperiencedive.com

I did what seemingly no other publication reporting on it did: signed up for Klarna, bought one item and used this bot.

I was... not impressed?

Klarna's "AI bot" felt like the "L1 support flow" that every other company already has in-place: without AI! Think like when you have a problem with your UberEats order and 80% of cases are resolved without a human interaction (e.g. when an item is missing for your item.)

I walked through the bot's capabilities [1] and my conclusion was that pretty much every other company did this before (automating the obvious support cases.) The real question should have been: why did Klarna not do it before? And when it did, why did it build a wonky AI bot, instead of more intuitive workflows than other companies did?

My sense is that Klarna really wants to be seen as an "AI-first tech company" when it goes public, and not a "buy now pay later loan company" because AI companies have higher valuations even with the same revenue. But at its core, Klarna is a finance or ecommerce-related company: an not much to do with AI (even if it uses AI tools to make its business more efficient - regardless of whether it could use non-AI tools to get the same thing done)

[1] https://blog.pragmaticengineer.com/klarnas-ai-chatbot/