Business Tech News: Klarna Reverses On AI, Says Customers Like Talking To People

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Business Tech News: Klarna Reverses On AI, Says Customers Like Talking To People

^{Published on 2025-05-18 07:20:41 - Forbes}

Also: A Wix executive explains how YouTube draws more shoppers, Target is succeeding with self-checkout, Google still dominates search and will spreadsheets soon die?

Klarna, a leading buy-now-pay-later company, has reversed its earlier decision to fully transition to AI-powered customer service, acknowledging that many customers prefer interacting with human agents. After initially replacing human customer service representatives with AI chatbots to cut costs, Klarna faced significant customer backlash due to dissatisfaction with the AI's ability to handle complex queries and provide empathetic responses. The company has now reinstated human customer service roles, stating that the move aligns with customer feedback indicating a preference for human interaction, especially for resolving intricate issues. This decision reflects a broader trend where businesses are reevaluating the role of AI in customer service to balance efficiency with customer satisfaction.

Read the Full Forbes Article at:
[ https://www.forbes.com/sites/quickerbettertech/2025/05/18/business-tech-news-klarna-reverses-on-ai-says-customers-like-talking-to-people/ ]

N@N

Business Tech News: Klarna Reverses On AI, Says Customers Like Talking To People