Klarna reversed AI-only customer service approach after quality and satisfaction declined
May 8, 2025In May 2025, Klarna CEO Sebastian Siemiatkowski admitted the company 'went too far' with AI-driven customer service, acknowledging that cost had been 'a too predominant evaluation factor' and that quality and trust had eroded. Klarna began rehiring human agents and adopted a 'dual-track approach' combining AI with human support, though the chatbot still handles two-thirds of inquiries.