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22min chapter
Did Klarna Really Automate 700 Jobs With AI? — With Sebastian Siemiatkowski
Big Technology Podcast
AI in Customer Service: Challenges and Opportunities
The chapter explores how AI in customer service bots can streamline tasks like delaying payments for faster resolution times, but notes that not all tasks can be handled due to complexity or customer preferences for human interaction. It discusses Klarna's approach to implementing AI in customer service and the benefits of having widgets for specific actions within chat threads. The conversation also delves into the limitations of AI in tasks requiring creativity and intuition, highlighting the importance of human input in certain areas.
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