customer_support · finance · workflow
Klarna reduces Time to Resolution by 10X with ElevenAgents
Klarna's growing call volume was dominated by informational requests that required customers to queue for a human agent, increasing wait times and operational load despite being straightforward to resolve.
How it works
Common implementation structure
How this type of workflow is generally built, generalized across documented cases — not tied to any one vendor's stack. Click any stage to read what happens there. Specific products that implement these stages appear in “Tools commonly seen” below.
Stage 1 · Customer calls phone support
Customers call Klarna's phone support line expecting fast, intuitive support.
Tools used
ElevenAgentsElevenLabs
Outcome
Klarna's voice AI agent resolves customer queries up to 10x faster, reduces phone queues for simple requests, and frees human agents to focus on complex cases, with the solution live for all 35 million US customers.
Results
Time savedup to 10x faster
VolumeReduce phone queues for simple, high-volume requests
Grounding & classification
Source type: vendor customer story
24 fields verified against source quotes.
ai agentconversational aivoice aihuman review describedmetric backednamed customerproduction runtime claimedtools describedvendor confirmedworkflow describedfinancial servicesdeflection rateemployee productivityresolution time reductionvendor customer storycall center aicustomer supportescalation workflowvoice call handling