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Klarna Reverses AI-Only Customer Support Strategy Amid Quality Concerns in Nordics and Cost Savings

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Published Feb 20, 2025, 08:38 AM

Klarna, a fintech company known for its aggressive implementation of AI in customer support, is reversing its decision to replace human agents with AI bots. Initially, the company touted the cost savings associated with this shift, but the quality of customer service reportedly declined sharply, leading to negative sentiment among users, particularly in the Nordics. Observers note that this trend may prompt other companies to reconsider their reliance on AI for customer-facing roles, as the technology does not fully address the need for quality customer interaction.

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Marco Castelli

@macastel3

Klarna last year: we get rid of all our customer support people and use AI to save money! Klarna now: we will bring back humans to speak to! Truth is maybe AI is a great support but not entirely replacing humans.... https://t.co/vk6qOgKHMs

David

@dzhng

I think a lot of companies who sees AI as a way to automate away all customer facing functions (cs, sales, marketing..etc) are going to have a come to Jesus moment when they realize that AI doesn't actually solve the primary problem - showing the customer that you care. Klarna… https://t.co/Pe9MMidSrK

Mokaya

@ekmokaya

Klarna reversing course on AI replacing human agents isn’t surprising. Customer service, once a key part of their value prop, deteriorated as they relied more on AI for customer inquiries. Quality dropped sharply, driving mostly -ve sentiment toward the company in the Nordics. https://t.co/iiMczDYbTY

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Klarna Reverses AI-Only Customer Support Strategy Amid Quality Concerns in Nordics and Cost Savings

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