Part 2 of 2 on agentic system adoption. Part 1 covered internal adoption: getting your own team to actually use the agent you built . In February 2024, Klarna announced that its AI assistant had handled 2.3 million customer conversations in its first month — two-thirds of all customer service chats, doing the work of 700 full-time agents, with resolution times down from 11 minutes to under 2. It was the poster child for agentic deployment. Fifteen months later, CEO Sebastian Siemiatkowski conceded that the rollout had produced "lower quality" service. Klarna started rehiring humans. If you're shipping agentic features to paying customers — users who can churn the moment the agent confidently does the wrong thing — Klarna's arc is your warning. Internal adoption (covered in Part 1 ) dies quietly. Engineers stop using the tool and find a workaround. External adoption dies loudly. Customers post screenshots, file chargebacks, and leave. External adoption isn't a feature launch. It's a trust contract.…