Hmmm, okay, but let’s take this one step further, what makes you believe that an AI can replace 700 customer care agents?
Yeah, I can see that happening. I’m honestly not sure why you are having such hard time with this.
I have skepticism about all large companies, especially having worked for many, and especially having seen how far they will go with lies to lay people off. Klarna lays off hundreds of employees as a frequent occurrence.
In my opinion, both as an ML professional and as a chatbot professional who has built such systems or finetuned them for such tasks, it’s extremely unlikely that chatbots would be able to replace 700 employees unless those employees were just doing simple zombie tasks.
The only sentence we get from Klarna in the article is this:
with the virtual assistant earning customer satisfaction ratings at the same level as human agents. Klarna
But nothing to elaborate. What was the satisfaction rating prior? No idea. So excuse my doubt when I don’t want to believe a large company that lives to make money.
The idea of AI fully replacing a large workforce seems to be a bunch of BS driven forth by big companies like Klarna. Others in the field seem to be more careful about what AI can “help in” vs “replace”. Have they A/B tested this? What is their KPI? Can we trust that KPI?
You’ve been the only one talking about trust.
I invite you to read the rest of the comments under the thread. I think you’re wrong.