Company Replaces Customer Support With AI, Then Panics and Forces Engineers to Work the Phones as the AI Fails
Of all the startups that have come and gone, the personal finance company Klarna might be one of the best bellwethers for the finance industry overall. Specializing in "buy now pay later" microloans — tiny cash advances for purchases that don't need to go through a bank — Klarna hit app stores at a time when US consumer debt was climbing toward a record high. Now a giant of the personal finance landscape, the billion-dollar company recently reported a jaw dropping 17 percent default rate on its