In this video, I break down how Klarna built one of the most advanced AI-powered customer service systems in fintech—going far beyond a simple chatbot. I explain how they used multi-agent orchestration with LangGraph, a dual-layer RAG system, and a Neo4j-powered knowledge graph (“Kiki”) to handle two-thirds of support chats across 35+ languages in under two minutes. I also highlight where the system hit limits—like missing emotional nuance and handling novel scenarios—and how Klarna shifted to a hybrid AI + human model to restore trust. The key takeaway: AI in customer service isn’t about replacing humans, but designing scalable, modular systems where AI handles speed and routine, while humans bring empathy and judgment.