Overview
- Klarna is piloting a program to rehire in-house call center agents after quality issues arose with its AI-driven customer support system.
- The company plans to replace outsourced service providers with its own employees, marking a shift toward insourcing customer support functions.
- A new remote work model is being tested, targeting students and rural residents for flexible, home-based support roles via an Uber-like platform.
- Despite reintroducing human staff, Klarna expects its total workforce to decline from 3,000 to about 2,500 within the next year.
- The decision reflects a recalibration of Klarna's AI strategy, which had previously replaced around 700 support roles but struggled to maintain service standards.