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Klarna Reverses Al-First Customer Support Strategy to Boost Service Quality
UNIQUE TIMES
|June - July 2025
Klarna larna Group Plc has shifted its Al-centric customer support approach after CEO Sebastian Siemiatkowski admitted that prioritising cost savings over service quality resulted in poorer customer experiences.
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The fintech, which paused hiring for over a year to focus on AI, is now recruiting human agents, including remote workers and potentially its own users, to restore a personalised touch.
Dit verhaal komt uit de June - July 2025-editie van UNIQUE TIMES.
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