US EditionKlarna CEO says AI helped company shrink workforce by 40%
- In 2025, Klarna announced it will hire more human customer service agents to improve the user experience in its fintech operations.
- This decision follows Klarna’s prior AI-driven strategy that halved its workforce from about 3,800 to 2,000 employees amid a hiring freeze and heavy AI usage.
- CEO Sebastian Siemiatkowski explained that AI handled around two-thirds of customer chats but delivered lower quality, prompting a shift to balance AI with human support.
- Siemiatkowski highlighted the importance for businesses to ensure their customers know that human assistance will always be accessible whenever needed.
- Klarna’s pivot suggests that cost-cutting with AI reduced service quality, so reinstating humans aims to enhance satisfaction and aligns with broader industry trends.
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"We underestimated what we had to lose": after removing posts for the benefit of the AI, Klarna turned back
The CEO of the deferred payment specialist believes that he has gone too far in his logic of cost reduction. Faced with the discontent of his customers, the company is therefore going back to hiring.
·Paris, France
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Klarna Is Hiring Customer Service Agents After AI Couldn't Cut It on Calls, According to the Company's CEO
Klarna debuted an AI chatbot last year and claimed it could do the work of 700 employees, but now CEO Sebastian Siemiatkowski is changing the company's strategy and hiring humans again.
·San Francisco, United States
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Total News Sources32
Leaning Left2Leaning Right2Center3Last UpdatedBias Distribution43% Center
Bias Distribution
- 43% of the sources are Center
43% Center
L 29%
C 43%
R 29%
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