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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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I actually believe it.
Customer support for cheap companies is someone in a call center in India or some other country with obscenely low wages, following a bad flow chart with limited access and less autonomy. To match it you basically just need the LLM to parse the interaction into following the flowchart, and even when it struggles to do so, you're comparing it to a minimum wage, probably uneducated, worker in a non-English speaking country.
The bar is wildly low.
So "customer service" (the bastard child of huge companies and low wages) is actually just a really bad product to start with, and now Klarna has just replaced it with something that functions just as bad? Yeah I think that makes sense.