Is AI Ready to Enter The Workplace as Support Agents?
A previous study of AI vs. human judges in courtrooms found that the AI made decisions purely based on legal precedent, rather than considering the emotional elements of a case. While not entirely the same environment as customer service, there is still a sense of emotional responsibility and support that needs to be offered to customers who are in distress.
There is, therefore, the possibility that AI has not yet developed enough in this field. While it is inviting human workers back into the company, Klarna has claimed that the move doesn’t signal an entire reversal on AI itself:
“The pilot reflects a dual-track approach – combining scalable AI with high-quality human support – not a step back from automation.” Klarna
As a result, the company’s new setup could be similar to the one outlined in Microsoft’s recent Frontier Firm report, which predicts a future of companies with humans and AI agents working alongside each other.
