US Edition'AI can do job of 700 agents': Swedish firm that stopped hiring humans, wants them back
- In December 2024, Klarna CEO Sebastian Siemiatkowski announced the company is reversing its AI-driven hiring freeze by recruiting human customer service staff again in Sweden.
- This change follows Klarna’s earlier decision to pause hiring in 2023 and replace about 700 customer agents with AI chatbots, aiming to lower costs and increase efficiency.
- Klarna’s headcount dropped 22% to around 3,500 employees, with AI handling 75% of customer chats and about 2.3 million conversations per month as of early 2024.
- Siemiatkowski expressed that the shift toward AI negatively impacted service standards and highlighted the importance of ensuring customers know human assistance remains available, stating that prioritizing high-quality human support will be central to their future strategy.
- Klarna’s renewed focus on quality human service involves a remote, gig-like workforce targeting students, rural populations, and passionate users, reflecting a strategic shift from earlier AI-heavy operations.
44 Articles
44 Articles
A Swedish company makes commitments after it replaced a part of its employees with artificial intelligence. Representatives of the company that is active in the area of payments say that AI is working with 700 poorly prepared people. Article The Company that wanted to replace its employees with Artificial Intelligence makes commitments first appeared in Romania TV.
AI replaces humans: Klarna replaces 700 employees with AI, slashes workforce by 40% - Tech Startups
Klarna isn’t easing into the AI era—it’s sprinting into it with fewer humans on board. Klarna CEO Sebastian Siemiatkowski revealed on Wednesday that the company has cut its workforce by roughly 40%, driven by AI adoption and natural attrition. The […] The post AI replaces humans: Klarna replaces 700 employees with AI, slashes workforce by 40% first appeared on Tech Startups.
Klarna implemented AI to replace employees, reducing its workforce from 3,800 to 2,000 people. Now, after losing quality in the service, he is again betting on human attention.
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