Klarna's AI Customer Service Pivot: Humans Are Back
2025-05-11
After boasting last year that its AI chatbot could replace 700 human representatives, buy now, pay later giant Klarna is reversing course. While the AI handled routine inquiries efficiently, the company found that human empathy and expertise were crucial for complex or emotionally charged situations. Klarna is now prioritizing human-powered customer service, viewing AI as a supplementary tool rather than a replacement. They're recruiting extensively for a flexible, remote-work customer service model, aiming to improve customer experience and address the limitations of AI in handling nuanced interactions. This shift highlights the ongoing need for human connection in customer service, even in a rapidly automating world.
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Human Interaction