Klarna, a major player in the global fintech space, is experimenting with a new approach to customer service: blending artificial intelligence with freelance human workers. While the company’s AI systems now manage tasks once handled by roughly 800 full-time employees, Klarna has made it clear that human interaction still plays a critical role in customer support.
To bridge the gap, the company is rolling out a freelance customer service program. Participants, many of whom are students or residents of rural communities, work remotely and can set their own hours. Klarna reports that these freelancers can earn up to $41 an hour, making the opportunity attractive to those seeking flexible work without traditional employment constraints.
Freelancers fill the gaps AI can’t reach
This model isn’t just about reducing costs — it’s about enhancing the customer experience where AI still struggles. Klarna’s leadership believes that automation can handle repetitive or data-driven tasks efficiently, but human agents offer emotional intelligence, conflict resolution skills, and personalized support that bots simply can’t replicate yet.
It’s a recognition that not all tasks are equal — and that the future of customer service may lie in smart combinations, not full replacements.
A sign of what’s to come?
Industry analysts are watching Klarna closely. The company’s freelance hybrid model could become a blueprint for other service-driven organizations seeking to blend automation with on-demand human labor. As freelance platforms expand and AI technologies improve, this hybrid approach might prove to be a scalable, efficient alternative to traditional call center setups.
Klarna’s move also underscores a wider shift in how digital companies view labor — less as rigid, full-time roles and more as modular, adaptable partnerships that prioritize both efficiency and empathy.
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