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

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

#21

Post by cosmicgadget »

gregdoesit wrote: post #7

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…

I liked your comment but don't think the shot at media was necessary. A company replacing workers is news enough and the fact checking need only be to validate that information. The "as good as 700 workers" I assume was presented as a claim, not a fact.

Evaluating the effectiveness of the AI bot is another matter and firmly in the investigative journalism sphere. Coincidentally that is an awesome application of a blog.

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

#22

Post by AIPedant »

abhisek wrote: post #18

> AI gives us speed. Talent gives us empathy 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.

“Empathy is when you use common-sense reasoning to solve problems that weren’t explicitly covered during training.”

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

#24

Post by aerhardt »

bookofjoe wrote: post #13
robin_reala wrote: post #6

Earlier quoted context omitted.

Klarna is Swedish, not from the US.

>the word "Klarna" in Swedish, means clear up or clarify source: https://forums.livecode.com/viewtopic.php?t=36686

Clarify that you can buy this shit you probably don't need in three comfortable instalments?

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

#25

Post by g9yuayon »

I'm more curious about how much cost of customer service can Klarna cut by using AI , and how much marginal improvement to their customer service can Klarna achieve. Customer service should be an amazing application to AI: AI solves X% of the problems, and for the remaining 1 - X% of the problems, customers will tell the system deterministically, which means the company can continuously improve their systems with customer feedbacks.

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

#26

Post by osigurdson »

I think it is generally in the best interest of companies to overstate what they are able to do with AI. Investors aren't interesting in hearing "we tried vibe coding but got tired of reviewing and fixing the trash code it produced". No, they want to hear "we've reduced our headcount by 40% while increasing customer satisfaction by 60%". Overstating AI adoption and success amplifies P/E ratios.

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

#28

Post by dmd »

dakiol wrote: post #15
bornfreddy wrote: post #11

Earlier quoted context omitted.

That's actually a great captcha - if the presumed human can write a haiku about something very quickly, they are probably a bot.

Umm, I think any respectable human would simply deny writing a haiku. So, a bot can simply mimick that behaviour.

Can, but won't!

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

#29

Post by mathgeek »

throwanem wrote: post #20
robin_reala wrote: post #6

Earlier quoted context omitted.

Klarna is Swedish, not from the US.

So they can't be finance bros? I'm not sure what point you mean to make here.

I believe GP was specifically addressing the “this is America” part.
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