I used to be a bank teller

AI can probably do pretty well at 95% of the questions, if you insist you probably still can get an operator, but that's like maybe 1/100 calls, or 1/1000... and one person could handle 1000 jobs, people still get their issues solved (maybe a little slower), but for the company they probably see that as worth it.

Given what Klarna is, which is basically low friction financing taking advantage of people with bad impulse control^1, I suspect the LLM will do fine because like... what are you really doing here, as a Klarna customer service person anyway? I'd imagine the lions share of their calls/chats consist of one of the following scenarios: - Yes you do actually have to pay this payment - Yes we can arrange to pay off the full balance immediately - Some kind of potential fraud - A problem with the ordered item, which gets redirected to the seller immediately [1]: This is not a judgement on the people, to be clear. I think shit like Klarna is frankly disgusting and blatantly taking advantage of people susceptible to impulsive purchases.

> Considering Klarna's business is in lending I could see some regulatory attention here in the future. I hope they've solved the hallucination problem because I would be terrified to trust LLMs to handle customer service issues in a heavily regulated industry.

I don't think they are a lending company. They do not charge interest, their model lets you pay over time, and you pay a fixed fee to extend the payments. It's all fee based, no interest, so i think there's some regulations they get to sidestep.

I pray for the day I can get an LLM representing a bank with apparent authority to negotiate financial arrangements.