Klarna’s Evolving Strategy on AI in Customer Service
Klarna’s CEO, Sebastian Siemiatkowski, recently clarified the company’s stance on AI in customer service following some mixed messages. In a Bloomberg interview, he emphasized that focusing too much on cost-cutting with AI can lead to lower quality support. Instead, Klarna intends to invest in high-quality human support, assuring customers there will always be a human option available.
This statement surprised many because it seemed to contradict earlier claims. Klarna had previously promoted how its AI assistant replaced the workload of 700 full-time contact center agents and noted a 40% staff reduction linked to AI adoption. However, Siemiatkowski reaffirmed on the Big Technology Podcast that skilled human agents remain crucial for complex customer needs.
Humans and AI: A Balanced Customer Service Model
Siemiatkowski pointed out that historically, automation often increased appreciation for human craftsmanship. He applies the same logic to customer service: while AI can efficiently handle simple tasks, human interaction creates emotional connections that customers value. This combination offers companies a competitive advantage.
He criticized past customer service approaches relying on outsourced agents using rigid scripts and limited product knowledge. Klarna now focuses on employing skilled agents deeply familiar with their products. The CEO highlighted that simple tasks will be automated, but complex issues require expert human support.
However, Klarna’s initial AI success might not be as exceptional as it appeared. The company admitted it lacked effective self-service tools and failure demand strategies before implementing AI. This gap gave the AI assistant more room to reduce workload, a situation other brands might not replicate easily, especially those with more mature support systems.
Klarna’s AI Assistant: Growth and Realignment
Despite early overemphasis on cost savings, Klarna has made progress refining its AI approach. Its AI assistant now handles the equivalent workload of 800 full-time employees, up from 700. Still, human agents remain essential for complicated inquiries.
Siemiatkowski explained that AI performs best on routine tasks like checking payment status, where customer satisfaction tends to be higher with automated responses. Conversely, complex issues see better outcomes with skilled human agents.
While Klarna hopes these clarifications settle the debate, the company’s approach highlights the ongoing challenge of balancing AI efficiency with human empathy in customer service.
What This Means for Customer Support Professionals
- AI will handle repetitive and simple inquiries, freeing agents to focus on complex cases.
- Human expertise and emotional intelligence remain critical in delivering meaningful customer experiences.
- Investing in training skilled agents who understand products deeply is key to competitive customer service.
- Brands should ensure foundational self-service and failure demand reduction strategies are in place before relying heavily on AI.
For customer support teams, Klarna’s example underscores the importance of embracing AI as a tool—not a replacement—and maintaining a strong human element in service delivery.
To learn more about how AI can be integrated effectively in customer support roles, explore practical courses and resources at Complete AI Training.
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