<p>In December 2024, CEO Sebastian Siemiatkowski stated that AI βcan already do all of the jobs,β which led Klarna to stop hiring and reduce its workforce from 4,500 to 3,500 employees. A year later, the fintech acknowledges that betting on OpenAI bots, which handled 2.3 million dialogues, reduced costs but negatively impacted service quality.</p>
<p>Now the company is reopening job vacancies and testing an Uber-style support format: freelance operators can choose shifts from anywhere in Sweden. The reason is simple β customers want to be assured that they can reach a live person when needed.</p>
<p>This dramatic turnaround shows that when cost-cutting pressures quality metrics, even an aggressive AI strategy can roll back, and real human-in-the-loop support proves to be irreplaceable.</p>
<p>Source (2025): <a href="https://www.bloomberg.com/news/articles/2025-05-08/klarna-turns-from-ai-to-real-person-customer-service">Bloomberg</a></p>;
<p>Source (2024): <a href="https://www.businessinsider.com/klarna-ceo-sebastian-siemiatkowski-ai-jobs-2024-12">Business Insider</a></p>
<p>#klarna #ai #fintech #openai #agi #sebastian_siemiatkowski</p>
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