Some brands are facing pushback for heavy AI implementation—even Gen Z-beloved Duolingo. While some brands are implementing AI in small ways, Klarna went big, using it as much as possible to replace customer service reps. But that doesn’t seem to be working so well; their hiring freeze has turned into a hiring spree of human representatives—even Klarna’s CEO says prioritizing the cost effectiveness of AI support resulted in lower quality service. For Duolingo, the announcement of using AI in place of contractors where possible has been met with a wave of negative comments, even on unrelated posts from the brand. Some followers seem to think an AI-first push doesn’t align with language learning or the brand’s community values. However, both companies remain optimistic about AI in their plans. (Fast Company)
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