Klarna CEO says AI can do the job of 700 workers. But job replacement isn't the biggest issue.
CBSN
Fintech company Klarna, which powers e-commerce transactions for some of the world's most recognizable brands, including Expedia, Macy's and Nike, is at the forefront of AI adoption. It has integrated artificial intelligence across the company, most notably with an AI chatbot that it recently said does the equivalent work of 700 customer service agents. Klarna, which employs roughly 4,000 people, recently released statistics that show how efficient and effective the tool has been, wading into the thick of sensitive and high-stakes debates about the role of generative AI in business, how humans interact with it and its implications for the future of work. CEO Sebastian Siemiatkowski explains why he is so transparent about AI's capabilities, and what concerns him most about the new technology. This interview has been edited for length and clarity.
AI's takeover of human jobs is a touchy topic. Why did you choose to publicly share data on Klarna's use of AI to replace customer service agents?
We worry in general about the effects this may have on society, so we decided to be upfront about the fact that it has had some amazing outcomes for customers.
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