PS VATTAN: Who Is Responsible When the Agent Gets It Wrong?
In 2025, Klarna’s AI agent handled two-thirds of all customer inquiries — 1.3 million conversations a month across 35 languages. Then complaints rose, quality fell, and the CEO admitted they’d “gone too far.” Klarna started rehiring humans.
The post-mortem focused on empathy, nuance, tone. All fair.
