Klarna, the fast-growing payments company, started using AI-powered customer service agent in early 2024 to launch a virtual customer service agent capable of handling the work of 800 employees.
Nonetheless, the shift paid off financially. Klarna slashed the size of its workforce from over seven thousand to just three thousand. Revenue in the United States jumped thirty eight percent from the previous year, and profits continued to rise. The company’s success even helped it debut on the stock market and reach a valuation that now tops fifteen billion dollars.
Although not every experiment with generative technology has gone according to plan, Klarna’s commitment remains clear. AI shift boosted efficiency. Siemiatkowski is proud to call his company a “guinea pig” for new AI ideas.
