Last year, Klarna made headlines by announcing that its AI chatbot could do the work of 700 customer service agents. It was a bold move, and for many, it felt like the beginning of a new era of AI-led service – where human agents might soon be a thing of the past.
Fast-forward 12 months, and the picture looks very different.
Klarna is now doubling back on its earlier position, bringing people back into the frontline of its customer service operation. The reason? Despite impressive efficiency stats from its chatbot – including handling two-thirds of chats and slashing resolution times to under two minutes – it turns out customers still want to talk to a real person.
This marks a powerful moment of realisation not just for Klarna, but for the wider industry. And it echoes something we’ve always believed at Moneypenny: technology is a brilliant enabler – but it’s people who make the real difference.
Despite impressive stats (like reducing average query times to under two minutes), Klarna’s AI rollout wasn’t perfect. Many customers were frustrated by limited options to speak to someone – especially when their questions were emotional or complex.
A Verint survey revealed that over two-thirds of customers have had a bad experience with chatbots, with the top complaint being that they simply couldn’t get the help they needed. And let’s face it – no one wants to talk to a bot when they’re upset, confused or need a real solution.
No – and Klarna’s rethink proves it.
The key takeaway here isn’t that AI has failed – far from it. Klarna’s own data shows the technology delivered tangible results, from faster response times to reduced repeat issues.
But what this shift highlights is the importance of balance.
AI should elevate human agents, not replace them. It’s perfectly suited for triaging enquiries, handling FAQs, and speeding up repetitive tasks – freeing up real people to focus on the things that really need their time and empathy.
As Klarna’s spokesperson rightly put it: “AI gives us speed. Talent gives us empathy.” The magic happens when the two work together.
One of the most interesting parts of Klarna’s update is its plan to trial a more flexible, Uber-style customer support model – enlisting highly educated students, professionals, and entrepreneurs to provide responsive, remote customer service.
It’s a fresh take, and in theory, it ticks a lot of boxes: agile support, real human interaction, and a modern working setup for the team behind the scenes.
That said, it’s not without its challenges. For a model like this to work well, consistency and quality control are key. These individuals will still be representing the brand – and that means proper training, ongoing support, and a clear connection to Klarna’s wider customer experience goals are all non-negotiables.
As with any human-led service, the outcome depends on how well those people are equipped to succeed.
Ultimately, Klarna’s decision reflects a growing awareness that the future of service isn’t either/or – it’s hybrid.
It’s about using AI to do what it does best, while recognising that people are irreplaceable when it comes to delivering warmth, reassurance, and nuanced support. Brands that get this balance right will be the ones that thrive.
Here at Moneypenny, we’ve been blending people and technology for over 25 years. Our tech helps streamline the process – but it’s our brilliant people who deliver the warmth and professionalism that our clients rely on.
This hybrid model isn’t just a trend. It’s the future. And it’s built on one simple truth: no matter how clever the technology, nothing beats a great conversation with a real person.
Want to try it for yourself? Call us today on 0333 202 1005 and we’ll help you find the right balance for your business.
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