Klarna's CEO, Sebastian Siemiatkowski, acknowledged the importance of balancing AI and human roles in their operations. While AI has successfully reduced costs and staff at the company, he insists there's still a vital role for human workers in customer service. Previously, Klarna's workforce decreased significantly, but the company is now looking to hire again, emphasizing that human connection in customer service remains a priority. Siemiatkowski believes that business-savvy engineers who can integrate AI tools into operations will become increasingly valuable as the company evolves.
We think offering human customer service is always going to be a VIP thing, comparing it to how people pay more for clothing stitched by hand rather than machines.
I think that category of people will become even more valuable going forward, especially as they can use AI and put their business understanding to good use.
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