Swedish payments company Klarna has reduced its workforce from 5,000 to 3,800, mainly through attrition, as AI chatbots have taken over tasks previously handled by 700 employees, significantly cutting customer query resolution times. The company's use of AI has also increased average revenue per employee by 73%, with Klarna indicating that its headcount could shrink to 2,000. Despite these reductions, Klarna reported a first-half adjusted profit and revenue growth, particularly in the U.S., and is considering a potential IPO next year. Read More
Google has launched "Gems," a feature for Gemini subscribers that allows users to create custom AI chatbots with distinct personalities and specialized functions, like planning workouts or editing writing. Users can personalize these Gems by providing specific instructions, and for those who prefer not to start from scratch, Google offers pre-made Gems for various tasks. This rollout aims to compete with OpenAI, which lets users create and share custom chatbots through its platform. Gems are available to Gemini Advanced, Business, and Enterprise users across mobile and desktop in over 150 countries. Read More
Google is rolling out its Gemini AI chatbot's Gmail Q&A feature on Android, allowing users to ask questions about their inbox to quickly find specific details, view unread messages, or summarize emails on a particular topic. Initially available on the web, this feature is now available on mobile, with iOS support "coming soon." However, access is limited to those subscribed to Google One AI Premium or on specific Google Workspace plans. Users are advised to verify the chatbot's responses to avoid potential inaccuracies. The rollout may take up to 15 days to reach all users. Read More
Nova, Nordea's chatbot, has seen a 100% increase in usage over the past two years, with an expected seven million customer chats this year. Anders Nicander, Head of One Digital, attributes this growth to significant improvements in AI technology and internal training, which have enhanced the quality and responsiveness of the chatbot. Nova's ability to handle various inquiries efficiently, like guiding users directly to specific banking features, has made it increasingly popular, especially in Norway. At the same time, ongoing development continues to refine her accuracy and understanding. Read More