A company announced that it managed to replace the 700 employees laid off in 2022 using artificial intelligence.
Swedish fintech Klarna surprised people in June 2022 by announcing to its employees that it would close 10% of its workplaces through a mass layoff.
In this way, this company started a process of digitizing its processes using AI, which has experienced a huge boom in recent years.
Although the announcement was harsh due to the impact on workers, managers recently announced that they had made the right decision.
In a recent report, they announced that they managed to replace these 700 employees with this technological tool.
After analysis, the Directives developed an AI assistant powered by OpenAI, the owner of ChatGPT.
The results were positive
The tool went live at the end of January 2024 and was able to answer more than 2.3 million phone calls in the first month.
Additionally, two-thirds of written conversations that customers had were conducted through customer service channels.
Klarna managed to fill the positions of 700 laid-off employees with artificial intelligence; As a result, they are now more efficient and reduce their operating costs.
“This further development of AI in customer interaction means better experiences for our customers at better prices.” In addition, it creates more interesting challenges for our employees and better returns for our investors,” said Klarna Managing Director Sebastian Siemiatkowski.
Managers also emphasized that customers were able to resolve their concerns and issues in less than two minutes, compared to the 11 minutes required for employees.
The numbers are positive in many ways and the company expects to make a profit of $40 million in 2024.
The rise of artificial intelligence has caused great concern that it is displacing thousands of jobs worldwide. Therefore, due to the social impact that this could have in several countries, many sectors have asked to regulate its use.
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