376
Klarna Hiring Back Human Help After Going All-In on AI (gizmodo.com)
submitted 3 days ago by Novocirab@feddit.org to c/technology@lemmy.world
24 comments fedilink hide all child comments
you are viewing a single comment's thread
view the rest of the comments
[-] chaosCruiser@futurology.today 28 points 3 days ago

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.

I think the problem here was in correctly identifying which tasks are simple enough for a bad customer service AI to handle. Anything more complicated than that should be given to a human.

this post was submitted on 14 May 2025
376 points (100.0% liked)

Technology

70048 readers
3354 users here now

This is a most excellent place for technology news and articles.

Our Rules

  1. Follow the lemmy.world rules.
  2. Only tech related news or articles.
  3. Be excellent to each other!
  4. Mod approved content bots can post up to 10 articles per day.
  5. Threads asking for personal tech support may be deleted.
  6. Politics threads may be removed.
  7. No memes allowed as posts, OK to post as comments.
  8. Only approved bots from the list below, this includes using AI responses and summaries. To ask if your bot can be added please contact a mod.
  9. Check for duplicates before posting, duplicates may be removed
  10. Accounts 7 days and younger will have their posts automatically removed.

Approved Bots

founded 2 years ago
MODERATORS
L3s@lemmy.world
enu@lemmy.world
technopagan@lemmy.world
L4s@lemmy.world
L3s@hackingne.ws
L4s@hackingne.ws