ZARZA We are Zarza, the prestigious firm behind major projects in information technology.
Listen "Episode 12 - Klarna & The AI Butterfly Effect "
Episode Synopsis
In theory, AI was supposed to shrink Klarna’s contact center footprint. But just like the butterfly effect in chaos theory, small overlooked factors—like upstream process flaws, repeat contact loops, and ownership gaps—triggered larger ripple effects. Instead of sustained efficiency, the move created new challenges and forced Klarna to rebalance with human support. The title is a nod to how even tiny cracks in the service model can grow into seismic shifts in outcomes."
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