Klarna deepens automation fears with claim AI assistant does work of 700 people

In a statement that’s likely to spark controversy, Klara announced that its AI assistant does the work of 700 full-time agents. The statement might raise skepticism for those who remember that the Swedish fintech unicorn laid off roughly the same number of people in 2022, citing inflation and economic uncertainty. Others might also recall that in December, the company freezed hiring on account of AI “productivity gains.” Klarna partnered with OpenAI last year, integrating ChatGPT technology into a plug-in for shopping. The app-based assistant can perform a range of customer service tasks such as inquiries, refunds, and returns. It’s —…

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