Klarna's AI assistant handles two-thirds of customer service chats

Klarna is not alone in moving support work to AI agents. KDDI has deployed a self-developed AI agent for au PAY inquiries since March 2026, with an expected answer accuracy of about 90% and a roughly 70% cut in handling time per person. Tokio Marine & Nichido Fire Insurance, meanwhile, uses AI to support human operators rather than replace them. These cases show two common paths: full automation of routine chats and behind-the-scenes assistance for staff.

A staged approach to adoption is also laid out. KDDI started with au PAY, au PAY Card, and Ponta Point inquiries and plans to extend to all au services by the end of fiscal 2026. That mirrors the advice to begin with high-volume, rule-based inquiries and expand only after checking resolution rates. Klarna's own decision to keep a human handoff option fits this cautious pattern.

Common pitfalls remain. Risks include hallucinated answers, the need to handle personal information carefully, and customers who dislike dealing with AI. For businesses weighing similar moves, the Klarna example suggests the upside can be large, but only if knowledge bases are clean and escalation to people stays easy.