The Human Touch Still Matters
AI in Customer Support: The Human Touch Still Matters
In 2024, Klarna made headlines for replacing 700 customer service agents with an AI chatbot. The goal was efficiency, speed, and cost-cutting — and on paper, it worked. The AI resolved over two-thirds of incoming chats, dropped response times by 82%, and reduced repeat issues by 25%.
And yet, just a year later, Klarna is backtracking. Not because the AI failed — but because it wasn’t enough.
Now, Klarna is hiring again. They're rebuilding their customer support function with flexible, highly trained human agents. Why? Because they realized what so many companies are starting to learn: AI can be powerful — but alone, it can’t deliver truly exceptional customer experience.
The Cost of Replacing Humans with AI
AI excels at handling routine queries. It’s fast, consistent, and never needs a coffee break. But when things get complex — when emotions run high, or the issue isn’t in the script — customers don’t want speed. They want empathy. Understanding. A human being who can actually help.
“AI gives us speed. Talent gives us empathy. Together, we can deliver service that’s fast when it should be, and emphatic and personal when it needs to be.”
This isn't just about feelings. It’s about business. A Verint study found that more than two-thirds of customers have had a bad chatbot experience. When automation goes too far, frustration builds. Satisfaction drops. Loyalty erodes. And ultimately, the cost of customer churn outweighs the savings from cutting support staff.
Augmentation, Not Replacement
At Isara, we believe AI should support your team — not replace it.
That’s why we built AI tools specifically to empower customer support professionals:
AI-driven content improvements – Isara helps your team continuously improve help docs and FAQs, making answers more accurate, more helpful, and easier to find.
Code and product feedback loops – We identify recurring pain points and recommend backend improvements so customers aren’t just patched — they’re protected from repeat issues.
Time and focus optimization – Isara analyzes your workflows and suggests better ways to prioritize tasks, freeing up your team to focus on high-impact interactions.
This is AI that makes your people better — not redundant.
Why Human Contact Still Wins
When customers reach out, they’re often already frustrated. A bug, a billing issue, something that didn’t go right. Adding more distance — especially in the form of an unhelpful or rigid chatbot — can escalate that frustration fast.
People want to feel heard. Understood. Valued. They want a real interaction that leads to a real resolution.
A recent Five9 survey found that 86% of customers value empathy and human connection more than speed. That’s not a statistic companies can afford to ignore.
The Smart Future of Customer Support
Klarna’s course correction is part of a larger trend. Companies that went all-in on automation are realizing the drawbacks. Meanwhile, forward-thinking companies are building hybrid models — where AI and human support work hand-in-hand.
Isara is built for this future.
We don’t replace your agents. We amplify them. We help you resolve issues faster, yes — but also smarter. We make it easier for your customers to get what they need, and for your team to give them the service they deserve.
Because in the end, technology is just a tool. It’s people who make the difference.