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Klarna Hiring Back Human Help After Going All-In on AI (gizmodo.com)

submitted 15 hours ago by [email protected] to c/[email protected]

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[–] [email protected] 28 points 14 hours 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.