Memo: Klarna Fired 700 Agents, Then Hired Them Back, Then Saved $60M Anyway. What Actually Happened.

Two and a half years after Klarna replaced 700 customer service agents with an OpenAI-powered assistant, the company is hiring humans again – and quietly building the architecture every enterprise will need next. In February 2024, Klarna told the world it had done what almost everyone else was still