"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."
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.
Read at TechCrunch
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