Klarna CEO: AI and Humans Can Coexist; A New Business Model Emerges

Klarna CEO Sebastian Siemiatkowski shared at London SXSW how the company balances AI and human resources. A few years ago, Klarna started using AI to reduce customer support costs, resulting in a workforce reduction from 5,500 to 3,000. However, Siemiatkowski emphasized that AI doesn't entirely replace humans, but rather frees them from repetitive tasks to focus on high-value services. He also noted the rise of business-savvy coders within the company, a skill set he sees as increasingly valuable. Furthermore, he discussed the risks of AI-driven scams, Klarna's data consolidation strategy, and its outlook on a future IPO.