Gig workers are endlessly exploited. AI could make more of us share their fate

As companies integrate AI and hire fewer employees, a shift toward a ‘gig economy’ will commence In 2024, the buy-now-pay-later company Klarna announced that it would cut hundreds of customer service roles and begin using an artificial intelligence chatbot instead. The move was expected to save the company millions. But a year later, after customers complained about the degraded quality of customer service, Klarna began to quietly recruit human customer service agents back. At first glance, the reversal appeared to be a victory for human workers in the age of AI. The reality was more complex.

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