Klarna Prioritizes Human Customer Support Over AI Cuts
Klarna is shifting its customer service strategy by bringing back human agents after a period focused on AI-driven cost savings. CEO Sebastian Siemiatkowski shared that the company is hiring employees to work remotely in a flexible "Uber-type" model. This move aims to replace the thousands of outsourced agents Klarna currently uses, ensuring customers can always reach a real person if needed.
Siemiatkowski emphasized the importance of clear customer communication: “It’s critical that you are clear to your customer that there will always be a human if you want.” He acknowledged that a cost-first approach to AI integration led to lower service quality, so Klarna is now investing in human support as the future of its customer experience.
Earlier this year, research highlighted that many AI chatbots have not improved significantly since ChatGPT’s debut and often serve more as tools for human agents rather than frontline responders. Concerns about AI reliability have prompted companies to limit generative AI's direct interaction with customers due to risks of misinformation and brand damage.
- Example: An AI chatbot error caused Air Canada to lose a legal case when it incorrectly informed a customer about a bereavement fare policy.
- This incident underlines the importance of human oversight and accountability in customer service.
That said, Klarna is not abandoning AI altogether. Siemiatkowski compared AI’s growing role to the rise of mobile devices, saying companies now need to adopt an “AI first” mindset while balancing it with human touch.
What This Means for Customer Support Professionals
For those working in customer support, Klarna’s approach highlights an ongoing trend: AI can assist but not replace human agents. The focus is shifting toward augmenting employee capabilities rather than cutting human roles entirely.
Remote and flexible working models are becoming more common, offering new ways to engage and retain skilled support staff. Investing in human quality and training remains key to delivering high customer satisfaction.
If you want to build skills that complement AI tools while strengthening your human support expertise, consider exploring relevant courses in AI-assisted customer service and communication on platforms like Complete AI Training.
Coinbase Pushes Crypto Beyond Trading into Financial Infrastructure
Coinbase is expanding its vision from a crypto exchange to a broader financial platform. The company recently acquired Deribit, the largest crypto derivatives platform, for $2.9 billion, aiming to become the top global player in crypto derivatives. CEO Brian Armstrong stated plainly: “Crypto is eating financial services.”
Despite a 19% drop in trading revenue last quarter, Coinbase’s subscription and services revenue increased by 9%, largely driven by stablecoin activity. Stablecoins like USDC play a central role in Coinbase’s ecosystem, powering loans, rewards, and decentralized apps. For instance, Bitcoin-backed USDC loans within the Coinbase app have originated over $160 million since launch.
Regulatory developments also signal progress. Coinbase welcomed the dismissal of the SEC lawsuit alleging unregistered securities offerings and participated in the first-ever White House crypto summit. Armstrong believes regulatory clarity will help crypto infrastructure integrate with traditional finance.
- Armstrong predicts every bank will eventually adopt crypto, whether for custody or stablecoin solutions.
- Coinbase favors interoperable stablecoins over banks issuing their own.
- The company does not currently plan to acquire a banking license.
Coinbase’s global strategy includes regulatory registrations in key markets like Argentina, the U.K., and India, alongside growth in institutional custody assets, which reached $212 billion. While trading remains cyclical, stablecoins offer a more consistent revenue stream.
Implications for Customer Support Teams in Crypto Firms
As crypto platforms evolve into full financial service providers, customer support roles will need to adapt. Support teams must understand complex products like derivatives and stablecoins and be prepared to assist a diverse user base ranging from retail investors to institutional clients.
With regulatory scrutiny rising, clarity and accuracy in customer communications are critical to avoid costly misunderstandings. Training in crypto fundamentals and regulatory compliance will become increasingly important for support professionals in this space.
For customer support specialists looking to expand their expertise in crypto and blockchain customer care, relevant educational resources are available at Complete AI Training.
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