Call-Center Firm Sinks on Klarna Claims AI Is Doing Agents’ Jobs
- Teleperformance shares slump on fears over AI impact
- Klarna says AI helps solve customer errands faster than humans
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Teleperformance SE shares plunged Wednesday after a statement from Swedish fintech Klarna rekindled concern that artificial intelligence will hurt the French company’s call-center business.
Buy-now-pay-later lender Klarna said its AI assistant, powered by OpenAI, is doing the equivalent work of 700 full-time agents and has had 2.3 million conversations, equal to two-thirds of the company’s customer service chats, within the first month of being deployed. The AI tool resolved errands much faster and matched human levels on customer satisfaction, Klarna said.