Klarna just raised $1.37B — and proved why AI still needs humans
Big moment for European tech: Klarna finally went public in the US. Shares jumped 30% on the first day, giving the company a $17B market cap. Investors are clearly betting big on its future. But here’s the irony: while the IPO is a success story, Klarna’s AI experiment tells a different one. Not long ago, the company shifted hundreds of engineers, marketers, and even lawyers out of their roles, betting that AI could replace 700 customer support agents.
Experiment backfired fast.
Customers didn’t leave because of the tech itself — they left because service lost quality, empathy, and trust.
We break down what went wrong, and what companies should do instead
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