How Klarna turned customer service triage into a durable AI workflow
Klarna rebuilt one of its highest-volume, most repetitive operations around an AI agent rather than bolting AI onto an existing process. The decisions they made, and the ones they got wrong initially, offer a practical template for any team facing a similar problem.
Go deeper, free lessons
Agents vs workflows vs automations: choosing the right level of autonomy
Guardrails, permissions, and human-in-the-loop
Evaluating and debugging agents: traces, evals, and failure modes
Agents and tool use: letting models take actions
Scoping, data, and success criteria
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