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Klarna says its AI assistant does the work of 700 people after it laid off 700 people
(www.fastcompany.com)
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this post was submitted on 28 Feb 2024
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Yeah, that’s always been my experience with KPIs, too.
It’s always turned into a game for managers - they don’t have the ability to actually improve the product, so the measurements change or they add an extra field in the ticket…
My first job was as a cashier and we were trained to press the calculate button on the register after each item we scanned. Did that make the checkout go faster? Nope. Did it make their measurement look better? Yeah, since that wasn’t “checkout time” in their report
At another job, patches weren’t merged fast enough. So, instead of making any changes that would improve the product, we were ordered to make one ticket for investigating the problem and a second for integrating the fix. It made fixing issues slower, but their KPIs went up…