In 2024, the buy-now-pay-later company Klarna announced that it would cut hundreds of customer service roles and begin using an artificial intelligence chatbot instead. The move was expected to save the company millions. But a year later, after customers complained about the degraded quality of customer service, Klarna began to quietly recruit human customer service agents back.
At first glance, the reversal appeared to be a victory for human workers in the age of AI. The reality was more complex. Instead of bringing on full-time customer service agents, who Klarna contracts through an outside agency, it instead brought on workers in what Klarna CEO Sebastian Siemiatkowski has described as “an Uber type of set-up”. Now, an AI chatbot continues to handle most of customers’ basic queries, while a growing number of gig workers handle the more advanced ones. “Just like somebody can go and drive an Uber for a while, they can actually jump on and work for Klarna’s customer service,” Siemiatkowski said on a podcast in February.
