Klarna Group Plc, the Sweden-based fintech company, is reassessing its heavy reliance on artificial intelligence (AI) in customer service after admitting the approach led to a decline in service quality. CEO and co-founder Sebastian Siemiatkowski acknowledged that cost-cutting took precedence over customer experience during a company-wide AI push that replaced hundreds of human agents.
Speaking at Klarna’s Stockholm headquarters, Siemiatkowski conceded, “As cost unfortunately seems to have been a too predominant evaluation factor when organizing this, what you end up having is lower quality.” The company had frozen hiring for over a year to scale its AI capabilities but now plans to recalibrate its customer service model.
In a strategic shift, Klarna is restarting recruitment for customer support roles — a rare move that reflects the company’s need to restore the quality of human interaction. A new pilot program is underway that allows remote workers — including students and individuals in rural areas — to provide customer service on-demand in an “Uber-like setup.” Currently, two agents are part of the trial.
“We also know there are tons of Klarna users that are very passionate about our company and would enjoy working for us,” Siemiatkowski said.
He stressed the importance of giving customers the option to speak to a human, citing both brand and operational needs.
Despite dialing back on AI-led customer support, Klarna
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