Klarna CEO Sebastian Siemiatkowski has clarified recent comments about the company's approach to AI in customer service.
The comments stem from an interview with Bloomberg, in which he shared his realization that too heavy a focus on cost-cutting when implementing AI can drive "lower quality".
Talking specifically about customer service, Siemiatkowski then stated: "Really investing in the quality of the human support is the way of the future for us.
From a brand perspective, a company perspective, I just think it’s so critical that you are clear to your customer that there will be always a human if you want.
The statements caused a stir, as many interpreted them as a departure from his earlier stated aim of becoming OpenAI CEO Sam Altman's "favorite guinea pig".
Klarna had also previously boasted how its AI assistant did the work of 700 full-time contact center agents and how the company, as a whole, had let go of 40 percent of its staff due to AI investments.
However, Siemiatkowski affirmed that humans will always play a key role in customer service in a recent appearance on the Big Technology Podcast.
The CEO stated: "Historically, when machines replaced human workers, it led to a higher appreciation for human-crafted goods."
For Siemiatkowski, this idea translates to customer service as well.
After all, people value human interaction and emotional connections. As a result, companies offering human-driven customer service may gain a competitive edge.
He argued that historically, customer service relied heavily on outsourced agents with "limited product knowledge and followed rigid templates."
Now, Klarna aims to "prioritize skilled agents who truly understand and love our product."
Overall, Siemiatkowski believes that two truths coexist: simplistic tasks will be handled by AI, and complex inquiries will benefit from skilled human interaction.