# Klarna

> Source: https://aiwiki.ai/wiki/klarna
> Updated: 2026-06-23
> Categories: AI Companies
> From AI Wiki (https://aiwiki.ai), a free encyclopedia of artificial intelligence. Quote with attribution.

**Klarna** (Klarna Group plc) is a Swedish financial technology company headquartered in Stockholm, best known for popularizing "buy now, pay later" (BNPL) installment payments online and for becoming one of the most-cited corporate case studies in the debate over whether [generative AI](/wiki/generative_ai) replaces white-collar jobs. In February 2024 Klarna announced that an [OpenAI](/wiki/openai)-powered customer service assistant was handling 2.3 million conversations, about two thirds of its support chats, and doing the equivalent work of 700 full-time agents, with an estimated $40 million profit improvement for 2024 [1][2]. The company, led by co-founder and chief executive [Sebastian Siemiatkowski](/wiki/sebastian_siemiatkowski), later attributed a roughly 40 percent workforce reduction in part to AI [10], partially reversed course in May 2025 by recruiting human agents again on quality grounds [11][12], and listed on the New York Stock Exchange under the ticker KLAR in September 2025 [4][5]. Its experience is invoked both as evidence that AI is already displacing knowledge work and as a cautionary tale about overestimating what automation can deliver [15][16].

## What is Klarna?

Klarna operates a payments and consumer credit network that lets shoppers pay immediately, pay later, or split purchases into installments, and it has held a full Swedish banking license since 2017. The company reported more than 119 million active consumers and 3.4 million transactions per day as of the first quarter of 2026, with quarterly revenue of $1.0 billion (up 44 percent year over year) and adjusted operating profit of $68 million [18].

Since 2023 Klarna has positioned itself publicly as an "AI-powered" commerce network, and management uses revenue per employee as a headline efficiency metric: the figure reached roughly $1.4 million in the first quarter of 2026, about four times its 2022 level [18]. In May 2025 the company said 96 percent of its approximately 3,000 employees used AI daily [14].

## When was Klarna founded?

Sebastian Siemiatkowski, Niklas Adalberth, and Victor Jacobsson founded the company in Stockholm in 2005 after developing the idea at the Stockholm School of Economics; it processed its first transaction for a Swedish bookstore in April 2005, initially operated under the name Kreditor, and rebranded as Klarna in 2009 [19]. The company expanded across Europe and later the United States, and reached a private valuation of $45.6 billion in a June 2021 funding round led by SoftBank [4].

The 2022 downturn in fintech hit Klarna hard. In May 2022 it laid off about 10 percent of its workforce, roughly 700 people, citing inflation, war in Ukraine, and a likely recession [3], and in July 2022 a down round cut its valuation to $6.7 billion [4]. Siemiatkowski later said the company stopped hiring around late 2023 as it ramped up internal AI adoption [8]. The AI announcements of 2024 and 2025, described below, coincided with Klarna's return to growth and its September 2025 initial public offering [4].

## How does Klarna's AI customer service assistant work?

On February 27, 2024, Klarna announced a customer service assistant built with OpenAI, claiming results from its first month of global availability [1][2]:

- 2.3 million conversations, equal to about two thirds of Klarna's customer service chats;
- work equivalent to 700 full-time agents, by Klarna's estimate;
- average resolution time under 2 minutes, versus 11 minutes previously;
- a 25 percent drop in repeat inquiries, with customer satisfaction scores that Klarna said were on par with human agents;
- availability in 23 markets and more than 35 languages;
- an estimated $40 million profit improvement for 2024.

The assistant was built on OpenAI's models, and Klarna said it had also made ChatGPT Enterprise available to employees worldwide to give them access to OpenAI inside the familiar [ChatGPT](/wiki/chatgpt) interface with protected company data [2]. OpenAI chief operating officer [Brad Lightcap](/wiki/brad_lightcap) said Klarna was "at the very forefront among our partners in AI adoption and practical application," and OpenAI published the deployment as a flagship case study [1][2]. The announcement drew enormous attention, partly because the 700-agent figure matched the roughly 700 jobs Klarna had cut in 2022 [3]. Klarna's customer service was largely outsourced, and the company framed the figure as work avoided rather than employees dismissed; later statements emphasized that internal headcount fell through attrition and a hiring freeze rather than AI-triggered layoffs [8][10].

Klarna extended similar claims to marketing. In May 2024 it said generative AI tools, including [Midjourney](/wiki/midjourney), [DALL-E](/wiki/dall_e), and [Adobe Firefly](/wiki/adobe_firefly), were saving about $10 million annually, including a $6 million reduction in image production costs, cutting image development cycles from six weeks to seven days, and trimming external agency spending by 25 percent, while an internal "Copy Assistant" handled most copywriting [6][7]. In May 2025 the company underlined its AI-first branding by having an AI avatar of Siemiatkowski present its first-quarter earnings highlights on video [14]. By 2026 Klarna had also positioned itself inside AI shopping channels: it launched an AI-powered Shopping Search app inside ChatGPT on May 20, 2026, initially in 13 markets, letting users search products and see live prices and offers without leaving the chat, and integrated with Google Pay and Google's [Gemini](/wiki/gemini) app in the United States [18][23].

## Did Klarna cut jobs because of AI?

In December 2024 Siemiatkowski told Bloomberg TV that Klarna had "stopped hiring a year ago" because AI "can already do all of the jobs that we, as humans, do," and that headcount had fallen from about 4,500 to 3,500 in roughly a year, mostly through natural attrition of 15 to 20 percent annually; he also pledged to recycle part of the efficiency gains into faster salary growth for remaining staff [8]. TechCrunch reported days later that Klarna was still advertising dozens of open positions; the company responded that it was backfilling essential roles, mainly in engineering, rather than expanding [9]. By May 2025 Siemiatkowski told CNBC the workforce had shrunk about 40 percent, from approximately 5,000 to almost 3,000, attributing the decline partly to AI investment alongside the hiring freeze and attrition [10].

Klarna's own IPO prospectus put the underlying numbers more precisely: the company had 5,527 full-time employees at the end of 2022, 4,352 at the end of 2023, and 3,422 at the end of 2024, a reduction it tied to a strategy of leveraging AI to drive operational efficiency [22]. The baseline figures the CEO has cited in interviews vary, as summarized below.

| Date of statement | Figures cited | Framing |
| --- | --- | --- |
| December 2024 (Bloomberg TV) | 4,500 to 3,500 | About 22 percent decline in roughly a year, "mostly" attrition [8] |
| May 2025 (CNBC) | About 5,000 to almost 3,000 | About 40 percent decline since 2022, "in part" due to AI [10] |
| October 2025 (Bloomberg) | 7,400 to about 3,000 | Peak workforce to current, framed as AI-enabled halving [15] |
| IPO prospectus (year-end count) | 5,527 (2022), 4,352 (2023), 3,422 (2024) | Reduction attributed to AI-driven efficiency [22] |

## Why did Klarna start rehiring human agents?

In May 2025 Klarna partially reversed its customer service stance. Siemiatkowski told Bloomberg the company was recruiting human agents again, piloting an "Uber type of setup" of remote freelance agents (initially two) with flexible schedules, so that customers would always be able to reach a person: "From a brand perspective, a company perspective, I just think it's so critical that you are clear to your customer that there will be always a human if you want" [11][12]. He acknowledged quality had suffered: "As cost unfortunately seems to have been a too predominant evaluation factor when organizing this, what you end up having is lower quality" [11][12]. At SXSW London in June 2025 he framed human support as a premium tier, saying "We think offering human customer service is always going to be a VIP thing," comparing it to handmade goods commanding higher prices than mass-produced ones [13]. Klarna maintained that AI remained central to its operations and that the rehiring complemented rather than replaced the assistant [12][13].

Siemiatkowski has continued to forecast deep AI-driven job effects. In June 2025 he warned that white-collar displacement could trigger a recession [20], and in October 2025 he told Bloomberg that "a lot of my tech bros are being slightly not to the point on this topic," arguing a "massive shift" was coming to knowledge work and that new jobs would not arrive fast enough to help displaced workers in the near term [15]. He has said he is "in Dario's camp," aligning with [Anthropic](/wiki/anthropic) CEO [Dario Amodei](/wiki/dario_amodei)'s warnings [20], and has predicted Klarna's headcount will keep falling, on the order of 1,000 fewer employees by around 2030 [21].

## When did Klarna go public?

Klarna priced its IPO on September 9, 2025, at $40 per share, above the marketed range of $35 to $37, selling 34,311,274 ordinary shares (5,000,000 newly issued by Klarna and 29,311,274 from existing shareholders) and raising about $1.37 billion [5]. The stock began trading on the New York Stock Exchange on September 10, 2025, under the ticker KLAR and closed its first day up roughly 15 percent at $45.82, valuing the company at about $17 billion, far below its $45.6 billion private peak but well above the $6.7 billion 2022 trough [4]. Klarna's efficiency narrative, including AI-driven cost discipline and rising revenue per employee, featured prominently in its pitch to public investors and in subsequent earnings reports [4][18].

## Why is Klarna a key case study in AI and jobs?

Klarna functions as a reference point on both sides of the [AI and employment](/wiki/technological_unemployment) debate. The February 2024 announcement, amplified by OpenAI's own case study, became one of the most concrete public datapoints suggesting [large language models](/wiki/large_language_model) could absorb substantial volumes of white-collar work, and Siemiatkowski's repeated statements about shrinking headcount made the company a standing example in coverage of AI-driven job loss [1][2][8][15].

The May 2025 rehiring is cited just as often by skeptics. Fortune paired Klarna's "flip" with survey evidence that most enterprise AI initiatives had failed to deliver expected returns [11]. [Gartner](/wiki/gartner) predicted in June 2025 that half of organizations planning significant AI-driven customer service workforce cuts would abandon those plans by 2027 [16], and in February 2026 that half of companies that had attributed customer service cuts to AI would rehire for similar functions by 2027, a pattern for which Klarna is the most prominent named example [17]. Analysts have also debated the equity implications of Siemiatkowski's "VIP" framing, under which human service becomes a premium product while most customers get automated support [13].

Interpretation is complicated by causality: Klarna's headcount decline reflects a hiring freeze and high natural attrition that began during a fintech downturn, not documented AI-triggered layoffs, and the company's own figures for the size of the reduction have shifted between interviews [8][10][15]. Klarna, for its part, disputes that 2025 marked a retreat from AI, pointing to continued automation of support volume, AI-led marketing savings, and revenue-per-employee gains through 2026 [12][18].

## References

1. Klarna press release: "Klarna AI assistant handles two-thirds of customer service chats in its first month" (February 27, 2024). https://www.klarna.com/international/press/klarna-ai-assistant-handles-two-thirds-of-customer-service-chats-in-its-first-month/
2. OpenAI: "Klarna's AI assistant does the work of 700 full-time agents". https://openai.com/index/klarna/
3. CNBC: "Klarna to lay off 10% of its workforce as souring economy hits buy now, pay later space" (May 23, 2022). https://www.cnbc.com/2022/05/23/klarna-to-lay-off-10percent-of-its-workforce-.html
4. CNBC: "Klarna stock jumps 15% in NYSE debut after pricing IPO above range" (September 10, 2025). https://www.cnbc.com/2025/09/10/klarna-klar-stock-soars-after-us-ipo.html
5. Klarna press release: "Klarna Announces Pricing of its Initial Public Offering" (September 9, 2025). https://www.klarna.com/international/press/klarna-announces-pricing-of-its-initial-public-offering/
6. Klarna press release: "AI helps Klarna cut marketing agency spend by 25% and run more campaigns" (May 2024). https://www.klarna.com/international/press/ai-helps-klarna-cut-marketing-agency-spend-by-25-and-run-more-campaigns/
7. Marketing Dive: "Klarna uses AI to save $10M on marketing annually while upping output" (May 2024). https://www.marketingdive.com/news/klarna-gen-ai-openai-cut-marketing-spend-efficiency/717332/
8. Bloomberg: "Klarna Stopped All Hiring a Year Ago to Replace Workers With AI" (December 12, 2024). https://www.bloomberg.com/news/articles/2024-12-12/klarna-stopped-all-hiring-a-year-ago-to-replace-workers-with-ai
9. TechCrunch: "Klarna's CEO says it stopped hiring thanks to AI but still advertises many open positions" (December 14, 2024). https://techcrunch.com/2024/12/14/klarnas-ceo-says-it-stopped-hiring-thanks-to-ai-but-still-advertises-many-open-positions/
10. CNBC: "Klarna CEO says AI helped company shrink workforce by 40%" (May 14, 2025). https://www.cnbc.com/2025/05/14/klarna-ceo-says-ai-helped-company-shrink-workforce-by-40percent.html
11. Fortune: "As Klarna flips from AI-first to hiring people again, a new landmark survey reveals most AI projects fail to deliver" (May 9, 2025). https://fortune.com/2025/05/09/klarna-ai-humans-return-on-investment/
12. CX Dive: "Klarna changes its AI tune and again recruits humans for customer service" (May 2025). https://www.customerexperiencedive.com/news/klarna-reinvests-human-talent-customer-service-AI-chatbot/747586/
13. TechCrunch: "Klarna CEO says company will use humans to offer VIP customer service" (June 4, 2025). https://techcrunch.com/2025/06/04/klarna-ceo-says-company-will-use-humans-to-offer-vip-customer-service/
14. TechCrunch: "Klarna used an AI avatar of its CEO to deliver earnings, it said" (May 21, 2025). https://techcrunch.com/2025/05/21/klarna-used-an-ai-avatar-of-its-ceo-to-deliver-earnings-it-said/
15. Fortune: "AI enabled Klarna to halve its workforce - now, the CEO is warning workers that other 'tech bros' are sugarcoating just how badly it's about to impact jobs" (October 10, 2025). https://fortune.com/2025/10/10/klarna-ceo-sebastian-siemiatkowski-halved-workforce-says-tech-ceos-sugarcoating-ai-impact-on-jobs-mass-unemployment-warning/
16. Gartner press release: "Gartner Predicts 50% of Organizations Will Abandon Plans to Reduce Customer Service Workforce Due to AI" (June 10, 2025). https://www.gartner.com/en/newsroom/press-releases/2025-06-10-gartner-predicts-50-percent-of-organizations-will-abandon-plans-to-reduce-customer-service-workforce-due-to-ai
17. Gartner press release: "Gartner Predicts Half of Companies That Cut Customer Service Staff Due to AI Will Rehire by 2027" (February 3, 2026). https://www.gartner.com/en/newsroom/press-releases/2026-02-03-gartner-predicts-half-of-companies-that-cut-customer-service-staff-due-to-ai-will-rehire-by-2027
18. Business Wire: "Klarna Delivers Strong Start to 2026 With $1Bn Revenue and $68M Adj. Operating Profit" (May 14, 2026). https://www.businesswire.com/news/home/20260514241288/en/Klarna-Delivers-Strong-Start-to-2026-With-%241Bn-Revenue-and-%2468M-Adj.-Operating-Profit
19. Klarna: "Klarna's history - a disruptive force coming of age". https://www.klarna.com/international/klarna-history/
20. TechTimes: "AI Replacing White-Collar Workers Could Spark Recession, Klarna CEO Warns" (June 9, 2025). https://www.techtimes.com/articles/310689/20250609/ai-boom-klarna-ceo-warns-tech-could-trigger-recession-white-collar-roles-disappear.htm
21. Fast Company: "Klarna CEO says firm will likely reduce its workforce by 1,000 employees by 2030, partially due to AI". https://www.fastcompany.com/91494604/klarna-ceo-says-firm-will-likely-reduce-size-by-1000-employees-by-2030-partially-due-to-ai
22. Payments Dive: "Klarna whittled workforce via AI ahead of IPO" (March 2025), reporting full-time employee counts of 5,527 (2022), 4,352 (2023), and 3,422 (2024) from Klarna's IPO prospectus. https://www.paymentsdive.com/news/klarna-buy-now-pay-later-bnpl-payments-workforce-ipo/742627/
23. Klarna press release: "Klarna launches AI-powered Shopping Search app in ChatGPT" (May 20, 2026). https://www.klarna.com/international/press/klarna-launches-ai-powered-shopping-search-app-in-chatgpt/