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Human Made
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Even some of the "true believers" are starting to realize that AI works best when it augments, acts as a helper to humans, not replace them.

The hype bubble is slowly bursting. AI is not going away, but at least some reality is getting through.
With this all in mind, let’s look back at a different side of 2023. Fintech firm Klarna halted its hiring in late 2023, letting its workforce shrink by about 20%. See, Klarna’s CEO — Sebastian Siemiatkowski — figured that generative AI chatbots were good enough to replace human customer service agents, so the company replaced around 700 of them with GenAI. Siemiatkowski said a few months ago that “AI can already do all of the jobs that we, as humans, do. It's just a question about how we apply it and use it.” But it seems that, on the ground, that reality has not played out. “We just had an epiphany: in a world of AI nothing will be as valuable as humans,” Siemiatkowski wrote last week. “Ok you can laugh at us for realizing it so late, but we are going to kick off work to allow Klarna to become the best at offering a human to speak to!!!” “We will continue to invest and improve our AI support,” he added. “But the truth is the cost savings it generates and improvement in quality allows us to double down on making sure the human service part of Klarna becomes even better.” So, AI didn’t kill customer service, after all.
February 20, 2025 at 3:23 PM