# Klarna's CEO said the company would again hire humans for customer service, saying cost had been 'too predominant' in its AI-first approach and quality had suffered

Page: https://flyvolo.ai/en/changes/ev-20250508-customer-service-representative-2
Date: 2025-05-08 · Stage: Constraint
Can this record move a task judgement? yes
Occupation: https://flyvolo.ai/en/careers/customer-service-representative

## Scope

Same company as the February 2024 deployment; the assistant kept handling roughly two-thirds of inquiries. Secondary source quoting a Bloomberg interview of 8 May 2025.

## Source

- CX Dive (reporting a Bloomberg interview) — https://www.customerexperiencedive.com/news/klarna-reinvests-human-talent-customer-service-AI-chatbot/747586/ (secondary source)

## What this means

A constraint record on the same deployment: 14 months on, the CEO said cost had weighed too heavily and quality had suffered, and the company would hire people again — while the assistant kept roughly two-thirds of inquiries. It does not undo the capability shown in 2024; it says the deployment conditions include a quality floor a company can miss, and that the company itself judged human service worth paying for again.

## What it does not show yet

One executive's interview, reported second-hand, is not a market reversal, and 'hire humans again' came with no numbers, roles or timeline. The bot still handled most of the volume, so this is a correction of the mix, not a return to the pre-2024 model, and it says nothing about what other companies' quality metrics show.

## How to verify it yourself

Ask your quality or operations lead whether anyone is currently scored on reviewing bot transcripts, and if so how many conversations a week; a 'nobody' answer tells you the oversight task has not been funded at your employer yet.


More: https://flyvolo.ai/llms.txt