Eggemeier: Klarna erred by attempting to automate 100% of customer support
Tom Eggemeier · Zendesk CEO: AI Customer Service Agents Are Ready For Primetime · Mar 26, 2025 · at 30:19
Zendesk CEO Tom Eggemeier analyzes Klarna's highly publicized push to replace human customer service agents with AI automation.
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“Klarna got a lot of things right, but we think what they got wrong is you know, they, for a little bit, they thought they could automate everything, and where, you know, maybe forgetting a little bit that the customer's always human.”
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