Will AI take over customer service?

Obviously AI in marketing is a hot topic. And it changes daily. Klarna is a fintech company, one of these new pay over time services. They give you the option to “Shop now and pay over six weeks.” We briefly highlight those, an alternative to credit cards, in Chapter 17.

Klarna has a new AI Assistant, powered by ChatGPT, that is taking over most of the company’s customer service. The company recently shared data that showed that it is less expensive and more effective than traditional human customer service agents. Is this the beginning of better customer service or the beginning of AI taking over our jobs? We discuss technology and customer service in Chapter 14 and will certainly be adding something on this topic in the next edition of Essentials of Marketing. In the meantime, you can add this example in your next lecture.