Klarna reduces Time to Resolution by 10X with ElevenAgents

Klarna serves millions of customers who expect fast, intuitive support when they pick up the phone. As call volumes grow and expectations for instant resolution rise, the team explored how voice AI could improve customer experience while reducing friction for support teams.

Klarna has now launched a voice AI agent built with ElevenAgents, live as the first line of phone support for customers in the United States. The assistant is available to all 35 million Klarna customers in the US and is already delivering resolutions up to 10x faster for customers whose queries are handled by the agent.

Why voice AI

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

Voice AI offered a way to meet these goals without compromising quality, security, or customer trust.

ElevenAgents at the front line of support

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

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

Why ElevenLabs

Klarna selected ElevenLabs for its ability to meet enterprise requirements across scale, security, and performance.

Key factors included:

• GDPR-ready controls and data residency options aligned with Klarna’s global footprint
• Ultra-low latency voice interactions suitable for real-time conversations
• Integrated orchestration and analytics that reduced custom integration effort
• Flexibility to evolve and adopt new language models without disruptive rebuilds

Together, these capabilities enabled Klarna to move quickly from concept to production.

Impact and 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.

What’s next

Following the successful US rollout, 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.