Klarna has shifted its focus from AI-driven customer service solutions back to human agents as part of a strategy to enhance customer experience. The decision comes amidst growing concerns about the effectiveness of AI in handling complex consumer issues and aims to restore trust in the company's support system.

Klarna and Duolingo are facing backlash from their "AI-first" approaches, with Klarna reversing its strategy by hiring back employees to enhance customer service. Meanwhile, Duolingo is experiencing significant criticism on social media for its decision to limit human involvement in favor of AI, despite reassurances that AI will only assist its learning experts.