There’s a big claim from Klarna - that I am not aware has been independently verified – that customers prefer their bot.
The cynic might say they were probably undertraining a skeleton crew of underpaid support reps. More optimistically, perhaps so many support inquiries are so simple that responding to them with a technology that can type a million words per minute should obviously be likely to increase customer satisfaction.
Personally, I’m happy with environmentally-acceptable and efficient technologies that respect consumers… assuming they are deployed in a world with robust social safety nets like universal basic income. Heh