The A I Agent That Got Demoted
Klarna's OpenAI-powered customer service assistant handled two point three million conversations in its first month, two thirds of all support chats, doing what the company called the equivalent work of seven hundred full time agents. Then, in May twenty twenty five, chief executive Sebastian Siemiatkowski told Bloomberg that a cost-first focus had produced lower quality service, and Klarna began hiring humans again. Alex and Jordan unpack what the numbers actually proved, why sixty four percent of customers still prefer a person on the line, and how Airbnb's hybrid rollout points to a better…
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