Klarna CEO says its AI agent now handles two-thirds of customer service chats, an equivalent of 800 jobs, but Klarna is hiring workers for higher-end chats (Alex Kantrowitz/Big Technology)

Alex Kantrowitz / Big Technology:
Klarna CEO says its AI agent now handles two-thirds of customer service chats, an equivalent of 800 jobs, but Klarna is hiring workers for higher-end chats  —  Headlines announcing Klarna's AI pullback were wrong, its CEO says.  Instead of retreating, it's handing more tasks to the bots.