The use of gen AI is expected to impact jobs across industries, with a potential to replace up to 300 million full-time jobs by 2023, according to Nexford University. However, it could also add 7% to global GDP during the same period, creating technology jobs. Klarna's use of gen AI has streamlined customer service and made solving merchant disputes more efficient. The company sees a massive opportunity to leverage AI to improve products and make work more engaging for its employees.
Key takeaways:
- Klarna, a Swedish payment company, is using generative AI (gen AI) from OpenAI to automate tasks and improve efficiency, leading to millions of dollars in savings.
- More than half of Klarna's 5,000 global employees are using gen AI for customer service and to produce enhanced shopping recommendations for consumers.
- According to Nexford University, AI could replace up to 300 million full-time jobs by 2023, with customer service representatives, receptionists, and accountants being the most likely to be replaced.
- Klarna CEO, Sebastian Siemiatkowski, stated that the company will no longer hire staff outside of its engineering department, as AI can perform tasks outside of engineering more efficiently. However, Klarna is not planning layoffs; work will be transferred to AI via attrition of human staff.