After Replacing 700 Employees with AI, Klarna is Now Rehiring
Klarna’s CEO and co-founder, Sebastian Siemiatkowski, has acknowledged that the company’s heavy reliance on AI for customer support hasn’t gone as planned. Speaking at the company’s headquarters in Stockholm, he admitted that cutting costs had been too much of a priority, leading to a drop in service quality. Klarna had paused hiring for more than a year while pushing forward with AI integration. Now, Siemiatkowski says it’s time to refocus. Siemiatkowski revealed that the company is returning to hiring customer service staff and testing a more flexible support model. The pilot involves on-demand remote workers, such as university students or…