Klarna and CommBank both rolled back AI support agents; a 5,000-agent study shows what works
Nir777 · reddit · 2026-10-29
This Reddit post reviews the backlash to AI-first customer support: both Klarna and Commonwealth Bank replaced support staff with AI and later reversed course. Citing a study of 5,000+ support agents, it explains why the full-replacement model keeps failing and what an AI setup that actually worked looks like — augmenting humans rather than replacing them.
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