Klarna · Global (operates in Canada)
Failure/lesson: Klarna re-adds human agents after cost-focused AI support hurt quality
Humans re-hired for support
OpenAI-powered assistant: AI agent use cases
Klarna · Global (operates in Canada)
Klarna's AI assistant handles two-thirds of support chats, doing the work of 700 agents
2.3M chats in month 1
11 → <2 min resolution