Klarna is an interesting AI story partly because the AI worked. When the company launched its AI customer-service assistant in 2024, the early numbers were extraordinary. After its first month, Klarna said the assistant was handling two-thirds of customer-service chats and doing work equivalent to 700 full-time agents. Average resolution time had fallen from 11Continue reading “The Normal Case Was the Company”
Author Archives: Vijay Vijayasankar
The Work Was Doing Two Jobs
A junior claims adjuster spends her first year handling fairly ordinary claims. Some of that probably teaches her something. Some of it probably doesn’t. She sees recurring patterns, gets decisions corrected, watches unusual cases get escalated and gradually takes on harder work. She may become excellent. She may plateau. She may leave before anyone findsContinue reading “The Work Was Doing Two Jobs”
The Dollar Threshold Is Static. Risk Isn’t.
Most companies have a number at which they stop trusting you. You might be able to approve a $5,000 expense but not a $50,000 one, offer a customer a small credit but not a large one, or approve an ordinary claim but send an unusual one upstairs. We call these approval limits, and there isContinue reading “The Dollar Threshold Is Static. Risk Isn’t.”
