Series
Every part of this series in order, oldest first. 3 of 3 parts laid out. Theme: AI Agents in Customer Service.
Klarna's AI assistant took over two-thirds of its customer service chats in its first month. The CEO says headcount fell from about 4,500 to 3,500, mostly by not replacing people who left.
The AI assistant still handles about two-thirds of inquiries. Klarna is adding gig-style human agents in Sweden and says customers will always be able to reach a person.
Klarna's first annual report as a public company puts the AI's work at more than 850 agents and about $59 million in savings. Its customer service and operations bill rose 2%, to $207 million.