Denmark · Customer support · 23 February 2026
Dinero
10 support roles not refilled as AI takes enquiries.
- Status
- Too early to tell
- Roles
- 10
- The door
- Answering customer support enquiries
- Last checked
- 21 October 2026
- Next review
- 21 January 2027
Reported
What the sources say. Each statement ends with a note that carries its quote.
The role
Martin Thorborg is the chief executive of the accounting company Dinero.1 He said that in customer support they have worked intensively for three years on solving the tasks with AI.2 The positions Dinero is not refilling this year are support jobs held by student assistants.3
The change
Martin Thorborg is not refilling a further 10 positions this year.4 The students’ positions are not refilled when they finish their studies.3 24Victoria reported that about 30 jobs have gone for good.5
Over the last six months, the AI has become able to take just over 71 per cent of all customer enquiries, he told P1 Morgen.6
What happened next
On a scale from 0 to 100, the AI support scores 90 for satisfaction and the human scores one point more, according to their own figures.7
Open questions
- How are the enquiries the AI does not take handled, and by whom?
- Will Dinero publish updated satisfaction or resolution figures?
- Is the number of positions 10 or about 30, and what do the Berlingske original and Dinero say?
- Do customers or staff report anything missing from support after the change?
Footnotes
-
“Thorborg, der er administrerende direktør i regnskabsvirksomheden Dinero, bruger AI så meget, at der nu er sat en stop for ansættelserne.” ↩
-
“- Det er faktisk kun i vores kundesupport, hvor vi i tre år har arbejdet intensivt på at få løst kundesupportopgaverne med AI.” ↩
-
“De stillinger, som Dinero i første omgang ikke genbesætter i år, er support-stillinger, som varetages af studentermedhjælpere, og de bliver ikke genbesat, når de stopper efter endt uddannelse.” ↩ ↩2
-
“Og oveni undlader Martin Thorborg at genbesætte yderligere 10 stillinger i år.” ↩
-
“Omkring 30 job er derfor forsvundet permanent, fortæller han til Berlingske.” ↩
-
“Her over de sidste seks måneder er AI blevet så god, at den kan tage lige over 71 procent af alle kundehenvendelser, siger han til P1 Morgen.” ↩
-
“På en skala mellem 0 og 100 får førstnævnte 90 point, mens den dødelige person scorer et enkelt point mere på tilfredsheden, viser deres egne tal.” ↩
The doorman reading
Analysis. This is the site’s reading of what the sources describe, not something they say.
No source has reported hidden work going missing yet, such as complaints, waits, overtime, rehiring or a reversal. The ledger looks for it at each review.
What they said
What the organisation said the change would do, in its own words.
“- Det er faktisk kun i vores kundesupport, hvor vi i tre år har arbejdet intensivt på at få løst kundesupportopgaverne med AI.”
“- Det skal nok koste nogle millioner (årligt, red.) bare på kundesupporten, så jeg tror egentlig ikke, at vi på den korte klinge kommer til at spare så forbandet meget rent økonomisk, men vi kommer til at give langt bedre support til vores kunder.”
Timeline
Every update, oldest first.
23 February 2026
Too early to tell
Dinero's AI can take just over 71% of customer enquiries.Source S1
Changelog
Corrections, and when the case was last looked at.
No corrections so far.
Last checked 21 October 2026. No new reports since 23 February 2026.
Sources
Each source has an archived copy, so a statement can be checked after a page changes.
DR
23 February 2026 · Report · Archived copy
24Victoria
Martin Thorborg fjerner 30 job - AI overtager support
23 February 2026 · Report · Archived copy