Klarna's AI has replaced 700 workers - now the FinTech CEO people want back to $ 40B fall | Company Business News

Klarna Group PLC’s co-founder and CEO Sebastian Siemiatkowski has acknowledged that the Fintech giant’s aggressive use of artificial intelligence has returned in customer service. “Since the cost was unfortunately a predominant evaluation factor when organizing it, it is a lower quality,” he said at Klarna’s Klarna headquarters. The company hired for more than a year to focus on building AI capabilities, part of a broader cost-saving effort. However, Siemiatkowski now says that the shift needs recalibration. “Really investing in the quality of human support is the way of the future for us.” Human Touch returns to Klarna in a strategic pivot, Klarna starts a new recruitment drive for customer service roles – a ‘rare’ move, according to a Bloomberg report. The firm is launching a new model where remote workers, such as students or people in rural areas, can report and provide service on request, “in a Uber-type setup.” Currently, two agents form part of the trial. “We also know that there are tons of Klarna users who are very passionate about our business and it will enjoy working for us,” Siemiatkowski said. He emphasized that from a ‘brand perspective’ and ‘company perspective’ it is critical to ‘always’ clients’ clients the option to talk to a person. AI is still central to Klarna, while scaling the AI ​​pressure on customer service, and Klarna remains committed to integrating artificial intelligence into its operations. The firm is rebuilding its technology stack with AI at the core to achieve efficiency, and is working on a digital financial assistant to help customers ensure better interest rates and insurance agreements, the news store reports. Siemiatkowski, 43, said Klarna’s relationship with Openai remains strong. ‘We wanted to be [OpenAI’s] Favorite guinea pigs, ”he recalls, referring to Klarna’s early collaboration with the AI ​​leader in 2023. After boasting course Klarna’s renewed appointment comes to a period of turbulence. News story. He added that the rate of the reduction could increase as AI technology improves.