Fintech firm Klarna Group is scaling back its heavy reliance on artificial intelligence (AI) for customer service after chief executive Sebastian Siemiatkowski admitted the automation-led model had led to a drop in service quality.
“As cost unfortunately seems to have been a too-predominant evaluation factor when organizing this, what you end up having is lower quality,” he said at Klarna’s Stockholm headquarters, according to a Bloomberg report.
After over a year-long hiring freeze aimed at accelerating its AI transformation and cutting costs,