Klarna Fired 700 Customer Service Reps for AI. A Year Later They Had to Start Rehiring Humans.
In February 2024, Klarna bragged that its OpenAI-powered chatbot was doing the work of 700 support agents. By May 2025, CEO Sebastian Siemiatkowski quietly admitted quality had dropped and began hiring humans back in waves. 'Investing in quality of the human support is the way of the future,' he said.
In February 2024, Klarna bragged that its OpenAI-powered chatbot was doing the work of 700 support agents. By May 2025, CEO Sebastian Siemiatkowski quietly admitted quality had dropped and began hiring humans back in waves. 'Investing in quality of the human support is the way of the future,' he said.
Weirdness Classification
8/10 — Significantly weird
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