Klarna restores human customer service options alongside AI

Klarna is changing its customer service strategy by reintroducing human representatives after previously touting its AI chatbot as a replacement for 700 workers. According to Kristen Doerer from CX Dive, the buy now, pay later company now wants customers to always have the option to speak with a human. Klarna’s CEO Sebastian Siemiatkowski acknowledged in a Bloomberg interview that the company had gone too far with automation. While the AI chatbot still handles two-thirds of customer inquiries, Klarna is now recruiting remote workers for an “Uber-type” customer service setup. Industry expert Julie Geller from Info-Tech Research Group notes that AI should augment human agents rather than replace them. The shift aligns with consumer preferences, as surveys show customers still value human connection for complex issues.