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Klarna’s AI replaced 700 workers — Now the fintech CEO wants humans back after $40B fall (www.livemint.com)

submitted 2 weeks ago by [email protected] to c/[email protected]

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cross-posted from: https://lemmy.dbzer0.com/post/45782563

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[–] [email protected] 21 points 2 weeks ago (2 children)

The firm is piloting a new model where remote workers, such as students or people in rural areas, can log in and provide service on-demand, “in an Uber type of setup.” Currently, two agents are part of the trial.

Two. They hired two people into a shitty "Uber-like" role, patted themselves on the back, and made headlines. Seriously, fuck this company

[–] [email protected] 3 points 2 weeks ago

I am confused why they are promoting this, makes them look like idiots

[–] [email protected] 2 points 2 weeks ago

OK, so I've seen this claim in a couple of articles now, and it's got me confused. I'm pretty sure remote call center work already exists. So are they just doing that? Because what makes a job "like Uber" is a super low barrier to entry and no employee oversight beyond algorithmically tracked customer satisfaction metrics.

These guys are functionally a financial services company (even if they like to pretend they aren't to skirt regulations). Do they really think that giving anyone who can download an app access to their customer service backend is a good idea? I know that a tier one customer service agent isn't going to have any crazy access, but they need some authority to view and modify account and transaction info, otherwise they're no more useful than a FAQ page on the website.

So I predict roughly zero days between this system rolling out at scale and people figuring out how to abuse the shit out of it.

[–] [email protected] 16 points 2 weeks ago

“I feel a bit like Elon Musk,” the Klarna CEO quipped, “always wanting to say it’s going to happen tomorrow, when it’s going to take a little bit longer. I think it’s very likely within 12 months.”

In the article, this was after they mentioned that the CEO still wants to use AI to downsize his workforce. Good luck attracting people to work for your company if you still want to turn around and get rid of them?

Also i feel like their losses aren't primarily due to crappy AI customer service (tho that can't be helping), but the fact that they just loan money to anyone, regardless of whether or not they can pay it back.

[–] [email protected] 4 points 2 weeks ago

They didn't get replaced by AI