Klarna replaces customer service roles with AI chatbot, hires gig workers
Klarna announced the replacement of hundreds of customer service roles with an AI chatbot in 2024, aiming to cut costs. Following customer complaints, the company began hiring gig workers for advanced queries, reflecting a shift towards a more fragmented workforce. Experts warn this trend towards gig work is likely to expand across various industries due to AI integration.
Summary by OZbrief Editorial · The Guardian Australia · Source
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Published 18 Jun 2026, 08:00 UTC · Updated 18 Jun 2026, 08:40 UTC
Summary by OZbrief Editorial. Original report: The Guardian Australia. Editorial policy · Corrections
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