As Employers Embrace AI, Workers Fret--and Seek Input

The Swedish buy-now-pay-later company Klarna has become something of a poster child for the potential benefits of generative artificial intelligence. The company relies on AI to create and tailor promotional images and to draft marketing copy, saving millions of dollars. Earlier this year it said an AI chatbot assistant was doing the work of 700 human customer-service agents, which it forecast would boost profits by 40 million this year. Klarna's approach highlights generative AI's promise for powering businesswide systems, like customer service. U.S. businesses are investing in AI, and they're eager to see such gains.