Highlights

• Klarna human vs ai After the dispute, the company started hiring humans again
• AI worked but quality and customer experience fell
• CEO admitted: “Machines can never replace humans”
• Now the company is preparing to return employees with remote work model
• AI, who replaces 700 workers at a time, now under the question of questions itself

The company that leaves man behind in AI race now realizes its own mistake

Klarna Human vs AI: What is the case?

Sweden’s head Fintech Company Klarna In 2022, he included Artificial Intelligence (AI) in his services while trimming a large number of employees. Then the company’s CEO Sebastian Ciemiyatcovski claimed that AI is working alone for 700 employees And this saved the company $ 10 million. But this is Klarna human vs ai The beginning was – a decision that the company itself is considering wrong.

How did this mistake start?

When Klarna partnered with Openai, the company handed over tasks such as Customer Service, Data Processing, Translation, and even graphic design completely to AI. Initially, the management was satisfied seeing the pace of work, but in a few months Klarna human vs ai The reality of this started coming to the fore.

Customer Experience fell from AI, damage to brand image

CEO himself admitted – AI cannot be sympathetic to humans

In an interview to Futurism, CEO of Klarna clearly said that “AI is as much Quality Could not give as much as we expected. This led to a huge decline in our customer experience. ”

That is, where AI technically skilled Was, there was a clear loss of Empathy, Judgment and human understanding in it. This is why Klarna human vs ai The debate has now reached a new turn.

Klarna in search of humans again

Big disclosure in bloomberg report

Bloomberg’s report states that now KLARNA is hiring human employees once again. The company is especially recruiting people in such positions, where EmpathyHuman touch and real-time Judgment is required.

The company is also testing a new work model in which employees Remote work like Uber driver Will be able to do – ie Freedom and earnings Balance of both.

Heavy decline in the number of employees

In 2022 there were a total of 5500 employees in Klarna. But as the role of AI increased, this number fell to the end of 2024 Around 3400 She left Now that the company has started the recruitment process again, experts are assuming that this number can again go up to 4000+.

Business model of klarna

Buy Now, Pay Later: Easy for Customer, Challenging for Company

Klarna is a fintech company that Buy Now, Pay Later (BNPL) Works on the model. This means that customers can buy any goods now and later pay in installments without interest.

The role of customer service in this model is very important, because in case of any doubt or problem they need human understanding, which only AI can not give,

What does the tech industry say?

Klarna Human vs AI debate has now become global

This incident has shaken not only Klarna, but also the global tech and fintech industry. Can AI really replace humans? Or is the experience of humans, sympathy and decision power more valuable?

Many tech analysts believe that:

• AI should be kept in the role of an assistant, not as an alternative.
• Hybrid model (AI + Human) will be the most effective.
• Human touch is mandatory in areas such as customer service.

What is the effect in India?

Although Klarna is not directly active in India, many startups and fintech companies of India also regarding AI Excited and worried There are both. This incident is a warning for Indian companies that Avoid the blindness of AI,

Humans are still priceless

Klarna human vs ai This story makes it clear that no matter how advanced the technology is, the role of humans always Valuable and unavoidable Will remain It is prudent to adopt AI as an assistant, but to consider it as an alternative to a human being – the biggest mistake.