Klarna is a great example.
By investing early in AI, they automated the repetitive side of customer service, handling two-thirds of all chats with faster response times and higher efficiency.
But here’s the real story:
That automation unlocked the ability to reinvest in talent.
With the time and savings AI created, Klarna didn’t downsize its ambition. They doubled down on service, hiring higher-caliber support agents who now focus on the complex, high-value conversations where people matter most.
This is what smart AI adoption looks like:
Use automation to clear the noise.
Use people to deliver signal.
The companies that do both are building a new kind of operational edge, one that’s hard to copy.
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