Klarna's attempt to replace 700 customer service agents with AI backfired spectacularly, forcing the Swedish fintech company to reverse course and adopt a hybrid approach. When the AI assistant went live in late 2024, customer satisfaction plummeted as quality scores tanked. Recent data from Prosper Insights & Analytics shows 63% of Gen-Zers hadn't heard of agentic AI, whilst over 36% of surveyed consumers don't believe it's a good idea. Klarna CEO Sebastian Siemiatkowski admitted cost considerations led to lower quality service. The company now combines AI for simpler tasks with human agents for complex issues, with Siemiatkowski emphasising customers should always have the option to speak to humans. The experience reflects broader industry challenges, with PwC reporting 56% of CEOs see neither revenue nor cost benefits from AI investments.

PayPal Links on Canva and other digital transactions news briefs from 4/9/26. * PayPal Holdings Inc. said its Payment Links are now available for Canva, a platform that enables users to sell videos, social posts, and presentations. Payment Links, which PayPal launched in September, allow users to receive money via text, email, or social media. * Adyen NV introduced Intelligent Money Movement, which it says is aimed at global businesses looking for faster funds movement, simplified operations, and a real-time view of cash positions. * Merchant processor Paysafe Ltd. has added stablecoin-funding capability for digital wallets in a new service called Pay with Crypto. The service, which embeds the capability directly in Paysafe's platform for online gaming and similar applications, comes through a partnership with digital-asset platform MoonPay. * Visa Inc. introduced Intelligent Commerce Connect, a service aimed at easing the way for businesses that want to sell via AI-enabled commerce. * Deluxe Corp. has agreed to process payments for merchant clients of Washington Trust Bank, based in Spokane, Wash., and manager of more than $10 billion in assets. * Persistent Systems has launched Merchant Risk Management and Fraud Detection technology intended to help financial institutions more accurately detect fraud and cut fraud losses. * Buy now, pay later specialist Klarna AB said it is expanding a relationship with the Douglas Group, a Europe-based beauty retailer, to Italy and Spain. Klarna has been processing for Douglas shops in other markets in Europe. * Nacha, the regulatory body for the automated clearing house network, named Walrus Security as a Nacha Preferred Partner for Account Validation, Fraud Monitoring, and Risk and Fraud Prevention.