AIForbes Innovationabout 2 hours ago
Klarna's AI Cuts Backfired, Lesson Learned
1 min read
Klarna's AI agent handled 2.3 million conversations in its first month, resolved two-thirds of tickets, and cut resolution times from 11 to 2 minutes, projecting $40 million in annual profit. CEO Sebastian Siemiatkowski later admitted the company cut its customer service workforce too aggressively from 5,000 to 3,500, losing human expertise for complex issues.
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