Loris

Exposing the Myths & Facts of AI Agents

Dalle AI Agent

In February 2024, Klarna made headlines by replacing 700 customer service agents with an AI agent co-developed with OpenAI. They froze customer service hiring, saved millions in personnel costs, and created an expectation that if your brand wasn't far along in AI adoption you were falling behind.

In February 2025, Klarna's CEO made a widely-publicized reversal, saying they would be bring human customer service agents back...

What happened?!

Does this mean AI agents don't work?

Or is there something more nuanced going on here?

Your Presenters

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Etie Hertz
CEO, Loris
eugene-chatgptincx
Eugene Mandel
Sr. Director of Product Management for AI, RingCentral
seth-chatgptincx
Seth Levine
Lead Machine Learning Scientist, Loris

What you'll learn

Join industry experts as they analyze Klarna's strategic shift from all-in on AI automation with their widely publicized AI Chatbot back to a more human-driven approach to customer service. This webinar explores the challenges:

  • The challenges Klarna likely faced and lessons for other organizations
  • What this change means for organizations looking to adopt AI Agents broadly
  • What data AI agents to be successful and how to start gathering it

Who should attend

This isn't a theoretical discussion. It's practical guidance for:

  • Customer Experience leaders considering AI agents
  • Operations managers wondering how to prepare their teams to work with AIa
  • Anyone responsible for making sure their customer service stays competitive in the AI age

Why now?

AI agents are here and actively handling customer service tasks. But the companies that thrive won't always be the ones who rush to adopt AI first - but the ones who lay the right foundation.

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