Klarna · Global (operates in Canada)
Failure/lesson: Klarna re-adds human agents after cost-focused AI support hurt quality
✓ Humans re-hired for support
News · 2025-05-09
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
Company press release · 2024-02-27