1 robot replaces 700 people

A relatively simple version of a customer service ‘bot’ has made 700 people redundant in its first month at Klarna, the Swedish supplier of online payments. The robot is more accurate, so follow-up questions have been reduced by 25%. It answers questions in 2 minutes instead of 11. It operates in 23 countries, 2 hours a day, in 35 languages. Reduces costs by 40 million dollar a year.

Source: Tomas Pueyo quoted in March 2024 in the newsletter De Bicker (in Dutch)