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Introduction
Why voice AI
ElevenAgents at the front line of support
Why ElevenLabs
Impact and results
What’s next
ElevenAgents
ElevenAPI
Resources
Enterprise
Pricing
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
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10X faster resolutions for 35M US customers with ElevenAgents.
On this page
Introduction
Why voice AI
ElevenAgents at the front line of support
Why ElevenLabs
Impact and results
What’s next
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.
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
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.
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
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 agents platform.
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.
ElevenCreativeText to SpeechSpeech to TextVoice ChangerText to Sound EffectsVoice CloningVoice IsolatorAI Music GeneratorStudioVoice DesignAI Voice GeneratorAI Image GeneratorAI Video Generator
ElevenCreative
Text to Speech
Speech to Text
Voice Changer
Text to Sound Effects
Voice Cloning
Voice Isolator
AI Music Generator
Studio
Voice Design
AI Voice Generator
AI Image Generator
AI Video Generator
ElevenAgentsVoice AgentsConversational AIIntegrationsTelecommunicationsFinancial ServicesHealthcareTechnologyRetail & E-commerceCustomer SupportChatbots
Why ElevenLabs
Voice Agents
Conversational AI
Integrations
Telecommunications
Financial Services
Healthcare
Technology
Retail & E-commerce
Customer Support
Chatbots
ElevenAPIAPI ReferenceAgents APIDubbing APIText to Speech APISpeech to Text APISound Effects APIMusic APIAPI Key
Klarna selected ElevenLabs for its ability to meet enterprise requirements across scale, security, and performance.
API Reference
Agents API
Dubbing API
Text to Speech API
Speech to Text API
Sound Effects API
Music API
API Key
ResourcesBlogIconic MarketplaceImpact ProgramStartup GrantsHelp CenterWebinarsDocsEnterpriseTrust CenterIndia
Key factors included:
Blog
Iconic Marketplace
Impact Program
Startup Grants
Help Center
Webinars
Docs
Trust Center
India
SocialsXX - DevelopersLinkedInGitHubYouTubeYouTube - DevelopersDiscordTikTokInstagramFacebookReddit
GDPR-ready controls and data residency options aligned with Klarna’s global footprint
X
X - Developers
GitHub
YouTube
YouTube - Developers
Discord
TikTok
CompanyAboutCareersSafetyBrand & Press KitEU Digital Services Act (DSA)ElevenLabs SummitTermsPrivacyModern Slavery PolicyCCPA NoticeEU-US DPF PolicyAI TransparencyCookie Settings
Ultra-low latency voice interactions suitable for real-time conversations
About
Careers
Safety
Brand & Press Kit
EU Digital Services Act (DSA)
ElevenLabs Summit
Terms
Privacy
Modern Slavery Policy
CCPA Notice
EU-US DPF Policy
AI Transparency
Cookie Settings
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