Klarna's AI agent does the work of 853 employees, but humans are back for hard cases
By Klarna (Sebastian Siemiatkowski)Built and shared by Klarna (Sebastian Siemiatkowski), not by me. Summarised from the public sources below. Check them before you rely on a number.
- Who
- Klarna (Sebastian Siemiatkowski)
- Category
- Customer service
- Source
- Web
- Dates
- Published 20 Nov 2025 · Found 17 Oct 2026
Swedish fintech Klarna says its AI customer service agent now does the work of more than 853 full-time employees and has saved 60 million dollars. The company has also brought human agents back after customers complained that the AI's answers were too generic.
What they built
An AI assistant handles customer service chats and fully resolves simple inquiries, while more nuanced questions go to people. After criticism, Klarna began hiring for a flexible, 'Uber-type' human customer service workforce and said customers should always be able to reach a human.
The result
Self-reported (Q3 2025): work equivalent to 853+ full-time agents (up from 700 at the start of the year), 60 million dollars saved, two-thirds of all customer inquiries handled and response times 82% faster. Customer service and operations costs still rose year over year, to 50 million dollars in Q3.
Sources
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