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Customer support
Klarna's follow-up: always keep a human option
A year after its AI launch, Klarna started recruiting people again so customers can always reach a human. The lesson: automate the routine, keep an easy path to a person.
How it works
In May 2025 Klarna said customers should always have the option to speak with a human and began a pilot of on-demand human agents. Its CEO told Bloomberg it is critical to be clear with customers that there will always be a human if they want one. The AI keeps handling routine requests; emotional or complex cases go to people.
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