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247: Consulting Firms, AI Strategies, and the $100K Question with the Cynical Data Guy

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The AI vs. Human Support Debate

This chapter explores Klarna's strategic shift from AI-driven customer support back to human employees, emphasizing the importance and limitations of AI in service roles. The speakers critique the sensational media narratives surrounding AI's progress and the reliance on costly consulting firms for insights that might lack originality. Through personal anecdotes and a blend of humor and cynicism, the discussion highlights the need for tailored strategies over generic solutions in achieving effective customer service.

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