Klarna reintroduces humans after AI support both sucks, and blows

Sep 2025

After leaning into AI customer support, Klarna began hiring staff back into customer service roles amid quality concerns and customer experience failures.

Incident Details

Perpetrator:Executive

Severity:Facepalm

Blast Radius:Service quality/customer experience issues; operational/personnel cost; reputational damage.

Tech Stack

LLMAI assistantCustomer support automation

References

Business Insider: Klarna reassigns workers to customer support after AI quality concerns ↗CX Dive: Klarna again recruits humans for customer service after AI push ↗