Fintech company brings back live operators after AI experiment

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Klarna, known for its “buy now, pay later” services, is radically changing its approach to customer service. Just a year ago, it proudly claimed that its AI-based chatbot could replace 700 live employees. Now the company’s management admits that this was a mistake.

Klarna CEO Sebastian Siemiatkowski made an unexpected statement in an interview with Bloomberg. “From a brand and company perspective, I think it’s critically important to let the customer know that they will always be able to reach a human if they want to.”

Company spokesperson Claire Nordstrom explained the new strategy: “While Klarna has pioneered the use of artificial intelligence in customer service with impressive results, this strategy is now moving to a new level. Artificial intelligence gives us speed. Talented employees provide empathy. Together we can provide a service that will be fast when needed, and sympathetic and personal when there is a need for it.”

Yet in 2024, Klarna proudly reported that their virtual assistant processed 2,000,000 customer inquiries in just the first month of operation. And the company reduced staff and suspended hiring. Now Klarna is actively recruiting people to work in customer service.

At the same time, Klarna is not completely abandoning artificial intelligence. The chatbot still handles about 2/3 of all customer inquiries. Since its implementation, response time has improved by 82%, and the number of repeat inquiries about the same problem has decreased by 25%.

“But in the world of automation, there is nothing more valuable than truly quality human interaction. That’s why we’re doubling down. Investing in the human side of service: empathy, expertise, and real conversations,” emphasized Claire Nordstrom.

Like many companies, Klarna initially turned to artificial intelligence as a way to reduce costs. Now Siemiatkowski admits that optimization went too far.

Klarna’s sharp strategy reversal demonstrates the first serious correction of excessive techno-optimism in the corporate sector. Showing that a complete replacement of the human factor in customer service may be premature.

AIvengo > Reviews > Fintech company brings back live operators after AI experiment
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