Klarna's AI Overdrive: Savings vs. Customer Experience

AI Overload? Klarna's CEO admits they may have gone too far cutting costs with AI, impacting customer experience and product quality. After slashing staff, replacing vendors like Salesforce, and even creating an AI CEO avatar, Klarna saved millions but is now course-correcting, focusing on growth and service quality over pure efficiency. Despite a recent $1 billion IPO, the fintech giant is hiring again, betting on AI to boost productivity and improve customer experience in the long run, especially in the competitive US market. Hosted on Acast. See acast.com/privacy for more information.