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Klarna Cuts Jobs, Revives Human Support Amid AI Shift

5/20/2025

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Summary

Story summary

Klarna, the Swedish fintech, is feeling the heat after cutting 700 jobs in 2022 while leaning on AI for customer service. CEO Sebastian Siemiatkowski acknowledged the dip in support quality and is now shifting gears, bringing back human agents in an on-demand model, even as they aim to trim their workforce to 2,500.

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Story summary

Klarna, the Swedish fintech, is feeling the heat after cutting 700 jobs in 2022 while leaning on AI for customer service. CEO Sebastian Siemiatkowski acknowledged the dip in support quality and is now shifting gears, bringing back human agents in an on-demand model, even as they aim to trim their workforce to 2,500.