Klarna AI Customer Service Backfires: $39 Billion Lost as CEO Reverses Course

Here are four key takeaways from the article: Klarna’s bold bet on artificial intelligence for customer service has hit a snag. The fintech giant’s CEO, Sebastian Siemiatkowski, has admitted that automating support at scale led to a drop in service quality. Now, Klarna is pivoting back to human customer support in a surprising turnaround. “At […]