Klarna claimed that AI chatbots were handling two-thirds of customer service conversations within their first month of deployment and went on to claim that AI was doing the work of 700 customer service agents. The problem is that it’s really doing the work of 700 really bad agents, and that quality took a toll. “As cost unfortunately seems to have been a too predominant evaluation factor when organizing this, what you end up having is lower quality,” Siemiatkowski said. “Really investing in the quality of the human support is the way of the future for us.”
— Read on gizmodo.com/klarna-hiring-back-human-help-after-going-all-in-on-ai-2000600767