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📢【新聞標題】
Klarna CEO Says Company Will Use Humans to Offer VIP Customer Service
Klarna CEO表示公司將使用真人提供VIP客戶服務
📰【摘要】
Klarna CEO Sebastian Siemiatkowski addressed the company's plans to hire human workers for VIP customer service after previously focusing on AI. He emphasized that both AI and human employees have roles to play, with AI handling routine tasks and humans providing personalized, high-end service. He also discussed the impact of AI on employment, scams, and data consolidation within the company.
Klarna CEO Sebastian Siemiatkowski在先前專注於AI之後，闡述了公司聘用真人提供VIP客戶服務的計畫。他強調，AI和人類員工都有其作用，AI處理例行任務，而人類提供個人化的頂級服務。他還討論了AI對公司內部就業、詐騙和數據整合的影響。
🗝️【關鍵詞彙表】
📝 VIP (Very Important Person)
- 貴賓、非常重要的人
- 例句: We think offering human customer service is always going to be a VIP thing.
- 翻譯: 我們認為提供真人客戶服務始終是針對貴賓的。
📝 consolidate (v.)
- 合併、整合
- 例句: Klarna wanted to consolidate its data in a way that would be easier to feed into AI.
- 翻譯: Klarna希望整合其數據，使其更容易輸入到AI中。
📝 turbulence (n.)
- 動盪、混亂
- 例句: I can say that I’m happy there’s less turbulence in the market.
- 翻譯: 我可以說，我很高興市場上的動盪減少了。
📝 equity compensation (n.)
- 股權薪酬
- 例句: Klarna now seeks to reinvest a majority of that money into employee cash and equity compensation.
- 翻譯: Klarna現在尋求將大部分資金再投資於員工現金和股權薪酬。
📝 business savvy (adj.)
- 精通商業的、有商業頭腦的
- 例句: The challenge many engineers have these days is that they are not business savvy.
- 翻譯: 現在許多工程師面臨的挑戰是他們不精通商業。
📝 noncommittal (adj.)
- 不表態的、不明確的
- 例句: He indicated that Klarna could soon move ahead with it but was otherwise noncommittal.
- 翻譯: 他暗示Klarna可能很快會推進IPO，但在其他方面並未明確表態。
📝 susceptible (adj.)
- 易受影響的、敏感的
- 例句: How susceptible residents in Singapore can be to them because they are more naturally trusting of various institutions.
- 翻譯: 新加坡的居民如何容易受到這些詐騙的影響，因為他們天生更信任各種機構。
✍️【文法與句型】
📝 Two things can be true at the same time.
- 說明: Used to express that seemingly contradictory ideas or situations can both exist simultaneously.
- 翻譯: 兩件事可以同時成立。
- 例句: “My wife taught me something... Two things can be true at the same time,” he said.
- 翻譯: 「我妻子教會了我一些事...兩件事可以同時成立，」他說。
📝 consolidate [data] in a way that would be easier to feed into AI.
- 說明: This phrase highlights the importance of organizing data for efficient use with AI systems.
- 翻譯: 以一種更容易輸入到AI的方式整合[數據]。
- 例句: He said it was because Klarna wanted to consolidate its data in a way that would be easier to feed into AI.
- 翻譯: 他說這是因為Klarna希望整合其數據，使其更容易輸入到AI中。
📝 going forward
- 說明: Meaning "in the future" or "from now on."
- 翻譯: 今後、未來
- 例句: “I think that category of people will become even more valuable going forward,”
- 翻譯: 「我認為那類人未來會變得更有價值，」
📖【全文與翻譯】
“My wife taught me something,” Klarna CEO Sebastian Siemiatkowski told the crowd at London SXSW.
「我妻子教會了我一些事，」Klarna CEO Sebastian Siemiatkowski在倫敦SXSW上告訴聽眾。
He was addressing the headlines about the company looking to hire human workers after previously saying Klarna used artificial intelligence to do work that would equate to 700 workers.
他正在回應關於公司尋求聘用真人員工的新聞標題，此前Klarna曾表示使用人工智慧來完成相當於700名員工的工作。
“Two things can be true at the same time,” he said.
「兩件事可以同時成立，」他說。
Siemiatkowski said it’s true that the company looked to stop hiring human workers a few years ago and rolled out AI agents that have helped reduce the cost of customer support and increase the company’s revenue per employee.
Siemiatkowski表示，幾年前公司確實考慮停止聘用真人員工，並推出了AI客服，這有助於降低客戶支援成本並提高公司每位員工的收入。
The company had 5,500 workers two years ago, and that number now stands at around 3,000, he said, adding that as the company’s salary costs have gone down, Klarna now seeks to reinvest a majority of that money into employee cash and equity compensation.
該公司兩年前有5,500名員工，現在這個數字約為3,000名，他補充說，隨著公司薪資成本的下降，Klarna現在尋求將大部分資金再投資於員工現金和股權薪酬。
But, he insisted, this doesn’t mean there isn’t an opportunity for humans to work at his company.
但是，他堅持認為，這並不意味著人類沒有機會在他的公司工作。
“We think offering human customer service is always going to be a VIP thing,” he said, comparing it to how people pay more for clothing stitched by hand rather than machines.
「我們認為提供真人客戶服務始終是針對貴賓的，」他說，將其比作人們為手工縫製而非機器縫製的服裝支付更多費用。
“So we think that two things can be done at the same time.
「所以我們認為兩件事可以同時進行。
We can use AI to automatically take away boring jobs, things that are manual work, but we are also going to promise our customers to have a human connection.”
我們可以使用AI自動消除無聊的工作，即那些手工工作，但我們也將向我們的客戶承諾提供人際互動。」
He spoke about how the company plans to balance employees and AI workers.
他談到了公司計畫如何平衡員工和AI員工。
Siemiatkowski said that right now, engineering positions at the company haven’t shrunk as much as those in other departments, but he notes that this could shift.
Siemiatkowski表示，目前公司工程職位的縮減幅度不如其他部門，但他指出，這種情況可能會發生變化。
“What I’m seeing internally is a new rise of businesspeople who are coding themselves,” he said, adding that the challenge many engineers have these days is that they are not business savvy.
「我在內部看到的是，越來越多的商務人士正在自己編寫程式碼，」他說，並補充說，現在許多工程師面臨的挑戰是他們不精通商業。
“I think that category of people will become even more valuable going forward,” Siemiatkowski continued, especially as they can use AI and put their business understanding to good use.
「我認為那類人未來會變得更有價值，」Siemiatkowski繼續說道，特別是當他們可以使用AI並充分利用他們的商業理解時。
He himself is using ChatGPT to help him learn to code and help him understand more of the data side of Klarna.
他自己正在使用ChatGPT來幫助他學習編碼，並幫助他更多地了解Klarna的數據方面。
He said doing this has helped Klarna become a better company.
他說，這樣做有助於Klarna成為一家更好的公司。
Before, he thought he would never catch up in learning what was needed to take a more present role in database conversations at the company.
之前，他認為他永遠趕不上學習公司數據庫對話中所需的知識，以便在其中扮演更重要的角色。
“I’ll take a Slack thread, I’ll throw it in ChatGPT and say, ‘This makes sense, right?’” he said, adding that he uses ChatGPT like a private tutor.
「我會拿一個Slack對話串，把它丟到ChatGPT裡，然後說，『這說得通，對吧？』」他說，並補充說，他把ChatGPT當作私人導師。
But he is also aware that AI isn’t just about employees.
但他也很清楚，AI不僅僅是關於員工的。
He spoke of the increase in scams and how it impacts high-trust societies like his native Sweden.
他談到了詐騙的增加以及它如何影響像他的祖國瑞典這樣的高信任社會。
The Financial Times recently reported on the rise of fintech scams, pointing out, for example, how susceptible residents in Singapore can be to them because they are more naturally trusting of various institutions.
《金融時報》最近報導了金融科技詐騙的增加，例如指出，新加坡的居民如何容易受到這些詐騙的影響，因為他們天生更信任各種機構。
“And AI is obviously accelerating this,” Siemiatkowski said.
「顯然，AI正在加速這一進程，」Siemiatkowski說。
Siemiatkowski also once again addressed why the company stopped using Salesforce and Workday, saying it was because Klarna wanted to consolidate its data in a way that would be easier to feed into AI.
Siemiatkowski再次闡述了公司停止使用Salesforce和Workday的原因，他說這是因為Klarna希望整合其數據，使其更容易輸入到AI中。
He said, for example, if Klarna wanted to gather information about one of its clients, it would have to go through the Google Suite, Slack, Workday, Salesforce, and so forth.
他說，例如，如果Klarna想要收集有關其客戶之一的資訊，則必須通過Google Suite、Slack、Workday、Salesforce等。
“We realize that the only way forward is going to be to consolidate [data],” he said, adding that the company stopped using around 1,200 small software services.
「我們意識到，前進的唯一方法是整合[數據]，」他說，並補充說，公司停止使用約1,200個小型軟體服務。
About its pending IPO?
關於其待定的IPO？
He indicated that Klarna could soon move ahead with it but was otherwise noncommittal.
他暗示Klarna可能很快會推進IPO，但在其他方面並未明確表態。
“I can say that I’m happy there’s less turbulence in the market,” he said with a smile.
「我可以說，我很高興市場上的動盪減少了，」他微笑著說。
And if he had a magic wand and could change one thing?
如果他有一根魔杖可以改變一件事？
He would make the U.K. part of the EU again.
他會讓英國再次成為歐盟的一部分。
The crowd then erupted into applause.
人群隨即爆發出掌聲。
🔗【資料來源】
文章連結：https://techcrunch.com/2025/06/04/klarna-ceo-says-company-will-use-humans-to-offer-vip-customer-service/