The Klarna CEO dismissed 700 employees to replace them with AI. Now he has replaced himself … with an avatar

In 2022, the European technological giant Klarna (one of the main actors in the world of digital payments), He fired 700 workers To replace them with a chatbot. According to the company, in just one month implementing it, they concluded that the chatbot was able to cover two thirds of the company’s customer service chats. “He is doing the job equivalent to 700 full -time agents,” they said. Now, the company flirts again with AI to replace … to its CEO. I’m not me, it’s an avatar. Klarna has presented Your results report of the first 2025 quarter regardless of its CEO. Or, rather, using a virtual CEO. The video begins with full transparency: “It is me, or rather, my artificial intelligence avatar.” Siemiatkowski is still CEO of Klarna, but the company wanted to show its commitment to the AI ​​replacing it for the presentation of results. Avatar ia. We recommend watching the video since the avatar, Far from being one -style Facebookhe is realistic to not being able. Only the imperfect audio synchronization and the absence of natural flickering can make us suspect that we are not facing a real person. For the rest, it is an avatar that could strain perfectly. A strong bet on AI … The company was clear that customer service services could be provided through the integration of a chatbot. Klarna said at the time of dismissals that “he is on par of human agents in terms of customer satisfaction score”, and that “it is more precise in tasks.” Some service users such as Gergely Oroszcreator of the Newsletter The Pragmatic EngineerThey thought the opposite, pointing out that the chatbot did not do much beyond reciting documents. The most curious? When the chatbot was not able to find an answer, the solution it gave was to speak with a human assistant in case of problems. Klarna is marking the guideline in the practical deployment of AI, and the benefits quickly accumulate. Since 2022, Klarna has rationalized its workforce by approximately 40 %, while increasing the percentage of technological employees of 36 % in 2022 to 52 % in the first quarter of 2025. 96 % of employees use AI daily, which has contributed to a 152 % increase in revenues per employee from the first quarter of 2013 and has put Klarna on the way employee income. AI is reducing costs throughout the company, especially in customer service, where transaction costs have been reduced by 40% since the first quarter of 2013, while maintaining customer satisfaction levels. … in which humans are necessary. In February 2025 Sebastian Siemiatkowski, CEO of the company, He admitted that AI will never be as valuable as human talent. He acknowledged that the bot was faster responding, but that it was limited to “offering fragments of documentation”, without a real understanding of the text. He announced thus through X that they would start working so that the company was the best offering real “people” to talk to. In other words: what They would begin to recover and reactivate the hiring of personnel which was once replaced by a chatbot. They are not alone. Just a few weeks ago, IBM explained that they were in the process of contracting workers, after having fired 8,000 to replace them with the. It is a somewhat more particular case, since IBM automated 94% of human resources related to human resources, With positions that will not cover again. With the savings in costs that this meant, they are reinforcing the hiring in positions related to programming and sales. There are companies guaranteeing that replacements for AI are a correct decisionothers that end up reculating and evidencing on LinkedIn that it was not a good ideaand managers fearing that be replaced in the short term. Image | Klarna In Xataka | At the moment, AI is not removing work for people. Its development is leaving a reguero of dismissals

Zuckerberg dismissed 5% of the goal template “for low performance”. His former employees say there is another reason

In the same way as It is not the same to resign That they fire you (although the result is that you are left without employment), it is not the same as they fire you For a staff cut that for “low performance”. Goal, ha 5% of its workforcearguing that they were low performance employees. However, this public justification has enraged the 3,600 meta -employed since they stigmatizes them as bad workers when they apply for new jobs. The former employees say that their work performance has only been an excuse, but not the real reason for their dismissal. A “cruel” trick to cut staff. “I have decided to raise the level of performance management and fire low performance employees more quickly,” wrote Mark Zuckerberg in the internal memorandum sent to its employees in January. Such and as he published Business InsiderThis was raising the scale of what the company considered “low performance” to put employees in the pillory who, until that moment, considered that they had a good performance. Sally Maitlis, a professor of organizational behavior and leadership at Saïd Business School, assured to Fortune That the “low performance” label could be a ballast for the professional career of the former employees dismissed, doubly penalizing them with the loss of their employment and closing the door to find a new one. “It is a terrible way of being labeled and is clearly not useful for anyone in the labor market,” Maitlis said. They have shouted the four winds. Before such injustice for them, employees have not hesitated to raise their voice from social networks to claim their professionalism and denounce the bad faith that, according to them, has used a goal in their dismissal. “Today they have fired me, but not for being a low performance employee. Let’s be clear: that label is misleading and, for many of us, it is totally wrong,” ” published on his LinkedIn account Steven S, former product of Instagram product. Kaila Curry, who worked as a content manager, said in her LinkedIn profile that: “I often asked for comments and they always told me that I was doing a good job. They never assigned a PIP (performance improvement plan), they never gave me correction indications and never guided me or gave me clear expectations. I just struggled … I am not a person of low performance.” A mortgaged future. The main complaint of the employees focuses on the argument that has publicly wielded a goal to justify the dismissal of the 3,600 employees since, as they argue, it harms their options for free to get a new job. “The most difficult thing is that goal says publicly that they are cutting low yields, so it feels as if we had the scarlet letter on our backs. People need to know that we do not have low performance,” declared one of the employees dismissed to Business Insider. “It is possible that these people are superstar in other places. Therefore, it seems to me that it is an additional punishment because they are people who probably have a very high market value,” He pointed out to Fortune Dan Cable, Professor of Organizational Behavior at the London Business School. Employers are answering. One of the most recurring advice when running for a new job is not criticizing the company that has just fired you. However, against any forecast, the strategy of the finishing targets has had a positive impact. Many recruiters and companies have shown interest in the profiles of the target employees. “Good employers look for people who are good communicators, capable of defending themselves, just as they would in their position within the organization,” He stood out to Business Insider Ashley Herd, Recruitment Expert from LinkedIn and founder of a manager recruitment company. “Those who speak of course can be found, being realistic, with a smaller group of possible employers, but it will be a group that really aligns with their values ​​and supports professional success and long -term happiness,” said the expert. Now stigma is target. Mark Zuckerberg said the layoffs were not due to economic difficulties, but to a restructuring to focus on the IA development And, in fact, vacancies had opened to incorporate into this new profile. Since the hiring process is a relationship of two, the complaints expressed in social networks by their ex -employed can complicate that process. User forums as Reddit or Teamblind have filled the new candidates about the new goal policy with warnings. “It seems that it was more money than performance. Be careful to join this company. Zuck does not care about its employees. Only the company,” wrote A meta -employed. “Meta is now the most cruel technological company that exists,” added another former partner. Other great technological companies Like Microsoft or Amazon have already announced that they will take more into account the performance of their employees when signing their layoffs. In Xataka | A 1.3 million rolex and a brilliant suit: the new Mark Zuckerberg has celebrated his wife’s birthday Image | Goal, Unspash (Annie Spratt)

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