Klarna says its AI assistant does the work of 700 people after it laid off 700 people::undefined
with the virtual assistant earning customer satisfaction ratings at the same level as human agents.
zero equals zero
To be fair if your human agents are earning a 0 you can only go up from there. So switching to AI is a no-brainer (lol)
If your human agents are earning a 0 perhaps they’ve been given too little time, too little training, and too little tools to resolve the customer’s case.
You understand that, I understand that… but this company’s execs don’t or won’t. And the cruel thing is THEY are the CEOs and not us.
The era of company training and respecting employee intelligence is past us. It’s rare to see.
with the virtual assistant earning customer satisfaction ratings at the same level as human agents.
Citation needed? We’re going to take Klarna’s word for it?
The LLM worked better than the Indian service agent I got to talk to, however after I got an agent speaking my language things resolved
Newer ever take Klarnas word for anything. They are the fine and Dandy company whose business model involved by routine fishing for customers bank authorization credentials.
Trust the robot. Robots never lie. Also I’m not a robot. Beep
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.
To quote flamingo_pinyata: “Zero equals zero”
Watch their stocks. 🤣
I would really appreciate it if anyone could share some video or article or something that explains the relation between stocks and layoffs.
I don’t nave a citation, but in general, layoffs are usually used to cut costs. Spending less means more profits. More profits generally means the company looks better to the investors, and hence, better stock price.
I’m only taking about the relation between stocks and stupid decisions.
Wish I understood what drives the yearly layoffs tide
Companies will time layoffs to get a better profit in the next couple months to report better quarterly or yearly earnings reports. How those earnings reports turn out directly affects the stock market performance, which in turn makes the shareholders significantly more money.
This is most effective if somebody’s trying to pump the stock value before jumping ship in the most egregious cases.
Often companies have layoff packages that pay workers X months of pay as a severance agreement, doesn’t that mean they would be paying triple wages for some number of employees? Wouldn’t that bring their costs up?
Good points!
The timing is quite important. Other things to consider are tax periods, bonuses, and nature of the markets. That can all be racked up as cost of doing business if the long-term benefits outweigh the long-term costs.
Especially if they are having a bad year or quarter, performing layoffs can show promise of a better next quarter since severance is basically a fixed cost to the number of employees you have.
There isn’t necessarily one size fits all but the bottom line is dropping employees saves money as human resources are always one of the largest costs of operating.
“I decide what the tide will bring.”
-Nami
So basically it’s because of a fish girl.
Klarna had their best year so far, they lost a record low 11 billion SEK. (About 1.1 billion usd).
Well…AI’s don’t snort cocaine so that’s an improvement for Klarna…
Nah, they can’t claim that until they swap their execs with AI.
Now, the powder scandal wasn’t just about the execs 😁
Who?
Eurostuff
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I hope it will reduce assholes like you
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