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French Call-Center Firm Plunges on AI Replacement Concerns

Feb 28, 2024 - bloomberg.com
Shares in Teleperformance SE, a French call-center business, fell sharply after a statement from Swedish fintech Klarna raised concerns about the impact of artificial intelligence on the industry. Klarna revealed that its AI assistant, powered by OpenAI, has performed the equivalent work of 700 full-time agents and handled 2.3 million conversations, equating to two-thirds of the company's customer service chats, within its first month of deployment.

Klarna also stated that the AI tool resolved tasks much quicker and matched human levels of customer satisfaction. This news has reignited worries that AI could significantly disrupt the call-center sector, potentially leading to job losses and reduced demand for human-operated services.

Key takeaways:

  • Teleperformance SE shares dropped significantly due to concerns about the impact of artificial intelligence on its call-center business.
  • The concerns were reignited by a statement from Swedish fintech Klarna, which has successfully implemented an AI assistant in its operations.
  • Klarna's AI assistant, powered by OpenAI, is performing the work of 700 full-time agents and has handled two-thirds of the company's customer service chats within its first month.
  • The AI tool has not only resolved tasks more quickly but also matched human levels of customer satisfaction, according to Klarna.
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