Overview

• Klarna automated customer service and marketing roles in 2023, claiming AI could perform the work of 700 full-time agents.
• The decision to prioritize cost-cutting led to lower service quality, prompting CEO Sebastian Siemiatkowski to acknowledge the need for human involvement.
• The company's valuation plummeted from a 2021 peak of $45.6 billion to $6.7 billion, intensifying financial pressures and driving strategic changes.
• A new pilot program has begun with two remote customer service employees, with plans for a broader recruitment drive targeting gig-style workers.
• Despite reinstating human agents, Klarna will continue leveraging AI to enhance operational efficiency in other areas.