AI Through People: Why Empowerment Beats Substitution as a Strategy – The AI Journal
In February 2024, Klarna announced its AI assistant handled 2.3 million customer service conversations in a month, about two-thirds of its chats, and claimed it was doing the equivalent work of 700 full-time agents. By 2025, Klarna announced it was rebuilding human capacity in customer service, with the CEO acknowledging quality – See more –


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