Getting Customers to Trust an Agent That Acts on Their Behalf

Part 2 of 2 on agentic system adoption. Part 1 covered internal adoption: getting your own team to actually use the agent you built . In February 2024, Klarna announced that its AI assistant had handled 2.3 million customer conversations in its first month — two-thirds of all customer service chats, doing the work of 700 full-time agents, with resolution times down from 11 minutes to under 2. It was the poster child for agentic deployment. Fifteen months later, CEO Sebastian Siemiatkowski conced