Klarna Shifts Strategy, Brings Back Human Support Agents

Klarna is pulling back from its earlier focus on artificial intelligence after a year of cutting customer service roles. The financial tech company had used AI to reduce its workforce significantly, but it now says real human support is still necessary to keep customers satisfied.

Last year, Klarna’s leader Sebastian Siemiatkowski said in a letter to shareholders that the company’s AI chatbot was handling tasks that previously required 700 employees. The move helped lower the workforce from 5,000 to 3,800, with a goal of reaching 2,000. At the time, Siemiatkowski noted that AI would continue to be central to the company’s growth and efficiency.

Klarna Shifts Back To Hiring Human Workers Instead Of Using AI Assistance

Klarna’s leader, Sebastian Siemiatkowski, said the company’s strong focus on cutting costs led to a drop in service quality. He noted that relying too much on AI did not meet customer expectations. Klarna now sees the need to bring back human support to improve the overall experience.

Customers had started expressing concerns about robotic responses and a lack of personal understanding. Klarna now says it is hiring customer support agents again to improve service quality. Siemiatkowski said a new trial is underway where some employees are working remotely. This is similar to how drivers operate in Uber’s flexible system.

Unlike AI bots, human support agents can respond to emotional or complex situations more effectively. Siemiatkowski said providing that kind of help is crucial for the company’s future. He noted that giving customers the option to speak with a real person is vital for the brand’s trust.

Klarna Brings In Human Workers For Key Tasks While AI Handles The Basics

Although Klarna is not completely removing AI from its operations, the company is rebalancing its use of automation. The leader said the company will continue to use AI for basic tasks, but key interactions that affect trust and satisfaction must involve a human touch.

As Klarna prepares for future growth, it is adjusting to a model that values both efficiency and empathy. The remote agent program being tested may allow the company to attract skilled workers while still managing costs. Klarna said combining AI and human support offers both technological flexibility and reliable service.

The financial technology sector has been watching Klarna closely as one of the first companies to rely heavily on AI for customer service. Its decision to reverse course may influence how other firms approach automation. Siemiatkowski said the company’s lessons from this period would help it create a stronger, more balanced service model.

With the next phase underway, Klarna wants users to feel confident that help is always available—and not just through a machine. The company said it is committed to making customer experience a priority again, even if it means bringing back more human jobs.