This audio is auto-generated. Please let us know if you have feedback. A year after claiming that its AI chatbot could do the work of 700 representatives, Klarna is turning back to people to handle more of its customer service work. The buy now, pay later firm now wants customers to always have the option to speak with a human, Klarna spokesperson Clare Nordstrom told CX Dive. “While Klarna pioneered the use of AI in customer service with groundbreaking results, this strategy will now evolve to ...