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Klarna Rehires Human Support Staff After AI Experiment Faces Challenges

The fintech giant launches a pilot program to insource customer service roles, recruit remote workers, and address quality concerns in AI-based support.

Image
The Klarna logo is visible with a person holding a phone in their hand in Knurow, Poland, on April 20, 2025. (Photo Illustration by Klaudia Radecka/NurPhoto via Getty Images)
Klarna ersetzt Arbeitskräfte im großen Stil durch Künstliche Intelligenz (Bild: Ascannio/Shutterstock)

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.