Case Study: Klarna Resolves Customer Questions 10 x Faster With ElevenLabs

Challenges

A large share of incoming phone calls to Klarna are informational – product guidance, payment status, or understanding next steps. Traditionally, these simple requests required queueing for a human agent, increasing wait times and operational load.

Klarna’s goal was to:

• Give customers instant answers through natural conversation
• Reduce handle time for repetitive queries
• Ensure seamless escalation to human agents when complexity or sensitivity is detected

Solution

Klarna partnered with ElevenLabs to design and deploy a voice-based AI agent using the ElevenLabs conversational agents platform.

The agent now acts as the first touchpoint for US phone support, engaging customers through low-latency, natural dialogue. It supports informational requests, gathers relevant context, and hands over to human agents when required.

From the outset, Klarna’s approach was guided by a core principle: customers should always have access to human support when they need it.

The goal was to eliminate unnecessary friction for everyday queries while preserving human connection for situations that truly require it.

We were looking for a voice solution that could work at scale from day one. Our focus was on removing unnecessary waiting for customers with straightforward questions, while ensuring that when customers want to speak to a human they are connected without friction.

Our partnership with ElevenLabs has evolved over time, and bringing voice AI to our US customers is the latest milestone. We’re excited about the journey ahead as we expand this experience worldwide.” – Camilla Giesecke, COO, Klarna

Results

ElevenLabs agents are helping Klarna:

• Resolve customer questions up to 10x faster
• Reduce phone queues for simple, high-volume requests
• Free up human agents to focus on more complex cases
• These gains compound at scale, improving both customer experience and operational efficiency

Future

Following the successful US roll-out, Klarna is preparing to expand voice AI globally, with plans to make the assistant available to all 114 million customers worldwide.

As the system evolves, Klarna will continue expanding the agent’s capabilities – enabling it to handle more actions, support more use cases, and help more customers through fast, natural voice conversations.

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This post has been re-published by kind permission of ElevenLabs - view the original article.

Call Centre Helper is not responsible for the content of these guest blog posts. The opinions expressed in this article are those of the author, and do not necessarily reflect those of Call Centre Helper.

Reviewed by: Megan Jones