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The Nexus
BUSINESSJun 18 · 08:00 UTCTHE GUARDIAN TECHArielle Pardes

Gig workers are endlessly exploited. AI could make more of us share their fate

Klarna replaced customer service roles with an AI chatbot in 2024 but later rehired workers as gig employees after customer complaints. Instead of full-time agents, the company now uses a 'Uber type of set-up' where gig workers handle complex queries alongside the AI system.

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KlarnaorganizationSebastian Siemiatkowskipersongig economytopicAI chatbottopicUberorganizationcustomer servicetopic
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