Overview

• Klarna is reintroducing human customer service agents after heavy reliance on AI led to diminished service quality.
• CEO Sebastian Siemiatkowski confirmed that customers will always have the option to connect with a human representative.
• The new workforce model will operate remotely, using an app-based system similar to ride-hailing platforms, aimed at improving flexibility and accessibility.
• Despite rehiring humans, Klarna continues to invest in AI, including plans to launch a smart digital assistant for personalized financial management.
• The company’s overall workforce is expected to shrink further to around 2,500 employees due to natural attrition and ongoing automation efforts.