Klarna's AI U-Turn: Why Human Empathy Trumps Automation in Customer Service

Klarna just hit the brakes on full AI automation in customer service, bringing humans back to the front lines after realizing empathy beats efficiency when it comes to complex issues. CEO Sebastian Siemiatkowski admitted that while bots are great for routine tasks, they fall short on nuance. So what does this mean for the paper packaging industry? It’s a wake-up call—customer experience still drives brand loyalty, even in B2B. As sustainability and customization demands rise, packaging providers must blend automation with human insight to stay competitive. AI can route the order, but only people can truly understand the story behind the box.https://www.webpronews.com/klarnas-ai-u-turn-why-human-empathy-trumps-automation-in-customer-service/

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