If your human agents are earning a 0 perhaps they've been given too little time, too little training, and too little tools to resolve the customer's case.
Newer ever take Klarnas word for anything. They are the fine and Dandy company whose business model involved by routine fishing for customers bank authorization credentials.
Customer support for cheap companies is someone in a call center in India or some other country with obscenely low wages, following a bad flow chart with limited access and less autonomy. To match it you basically just need the LLM to parse the interaction into following the flowchart, and even when it struggles to do so, you're comparing it to a minimum wage, probably uneducated, worker in a non-English speaking country.
So "customer service" (the bastard child of huge companies and low wages) is actually just a really bad product to start with, and now Klarna has just replaced it with something that functions just as bad? Yeah I think that makes sense.
"I'm glad we could solve your problem. Please rate you experiance with our customer support today" Closes support chat window
Klarna: "Customers rate the AI assistant the same as the Human support workers" [all non-responses]
Well clearly they should've done two decades long peer reviewed studies and even then we'd scoff and say they're obviously corrupted by *waves hands* you know, money, capitalism, you know, the system