Klarna's Shift: AI in Customer Experience and Lessons Learned

Last week, we did a blog on how Klarna reversed direction from replacing 700 customer service reps with an AI agent - and how they just announced they were making people a central part of their customer experience. We just did a blog with 2 data scientists talking about what went wrong, what this means for AI in CX, and some tips to get AI adoption right the first time. Check it out: https://hubs.li/Q039s1pX0