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Custom AI agentsWe build and run an agent for one jobPricingAboutBlogIn 2024 Klarna said its AI assistant did the equivalent work of 700 support agents. In 2025 its CEO said putting cost first had led to "lower quality" and moved to bring humans back. Here is the timeline with sources, and what a small business should copy.
Klarna did not drop AI. It kept its AI assistant and added humans back. In February 2024 Klarna said the assistant did "the equivalent work of 700 full-time agents." In May 2025 its CEO said that putting cost first had led to "lower quality," and Klarna began testing remote human agents again. The lesson for a small business: let AI take the repeat questions, and always keep a way to reach a person.
Video: “Klarna Said AI Did 700 Agents' Work. Then It Hired Humans Again. #Shorts” by Dooza on YouTube (@thedooza), our own Short. Narrated by an AI voice with AI illustrations. The Short is a quick retelling; the quotes and numbers in this post come only from the sources listed below. Watch on YouTube.
| When | What Klarna said | Source |
|---|---|---|
| Feb 27, 2024 | AI assistant handled two-thirds of chats in month one, "equivalent work of 700 full-time agents" | Klarna press release |
| May 2025 | CEO: cost-first support meant "lower quality"; testing an "Uber-type of setup" for human agents | CX Today, Entrepreneur (via Bloomberg) |
| Oct 2025 | Headcount down "from 7,400 to 3,000" | Fortune |
| Feb 2026 | Expects fewer than 2,000 staff by 2030 through "natural attrition," but a human connection stays "vital" | Fortune |
In its press release of February 27, 2024, Klarna said the assistant had "2.3 million conversations, two-thirds of Klarna's customer service chats" in its first month. It said customers "now resolve their errands in less than 2 mins compared to 11 mins previously," and that the assistant was estimated to bring "$40 million USD in profit improvement to Klarna in 2024."
Two words matter: "equivalent" and "estimated." The 700 was a measure of workload, not a count of people fired. And these are Klarna's own numbers, from its own launch announcement.
Because quality dropped. In May 2025 the CEO told Bloomberg, as reported by CX Today, that cost "seems to have been a too predominant evaluation factor" and "what you end up having is lower quality." Entrepreneur quotes him saying "Really, investing in the quality of human support is the way of the future for us."
CX Today says Klarna began testing an "Uber-type of setup" for remote support agents, so that customers know "there will be always a human if you want." That is a promise of choice, not a return to an all-human team.
Yes. Fortune reported in October 2025 that Klarna had "reduced its employee base from 7,400 to 3,000." In February 2026 Fortune reported the CEO expects fewer than 2,000 employees by 2030 through "natural attrition," while saying "it's going to be vital to offer a human connection there." So the end state is a mix: AI does the volume, people stay reachable.
This section is our reading of the story, not a sourced statistic.
For the cost side, see our break-even math in AI support agent vs human agent: what each one costs.
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Klarna said in February 2024 that its AI assistant did "the equivalent work of 700 full-time agents." That was a measure of workload in its own press release, not a count of people laid off.
In May 2025 CEO Sebastian Siemiatkowski said cost "seems to have been a too predominant evaluation factor" and the result was "lower quality," per CX Today. Klarna began testing remote human agents so customers can always reach a person.
No. Klarna kept AI and added human options back. Fortune reported in February 2026 that the CEO expects fewer than 2,000 staff by 2030, while calling a human connection "vital."
Use AI for repeat questions, keep a clear way to reach a person, and judge AI support on quality and repeat contacts, not on cost alone.
Klarna said customers resolved errands in under 2 minutes, down from 11 minutes, in its February 2024 press release.
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An outsourced human support agent starts around $1,400 to $2,100 a month. An AI agent like Intercom Fin charges $0.99 per outcome. Here is the break-even math for a small business, what Klarna's numbers do and do not prove, and where humans still win.
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