The Human Test
A reckoning is underway. From the call centers of Stockholm to the forums of Reddit, the promise of artificial intelligence is meeting the hard reality of human expectation. A major company reverses its AI-first strategy, a user base revolts against a flagship product, and researchers ask if a machine can ever truly understand a human dilemma. This is the story of the human test. This is Stockholm. A customer has a problem. The chatbot has a script. The problem remains. For months, this was the reality at Klarna, the European fintech company. It had made a bold bet on artificial intelligence, replacing the work of 700 customer service employees with a single chatbot. ...