Klarna is proving that AI isn’t just a buzzword—it’s a serious business strategy. The Swedish fintech company has nearly doubled its revenue per employee, rising from $575,000 to almost $1 million in just one year. That sharp jump comes after Klarna went all-in on its in-house AI tools, many of which are powered by OpenAI’s technology.
The company began cutting costs and rethinking its workforce in 2023. One of its biggest moves was scrapping its contract with Salesforce’s CRM platform. Instead, Klarna built its own tools and slowed down hiring, choosing to automate many internal processes that were once handled by people. This AI-first approach helped the company unlock major operational efficiencies.
The most dramatic gains came from customer service. Klarna previously said it would replace nearly 700 full-time customer support contractors with AI chatbots. These bots now handle tasks like answering common questions, troubleshooting, and managing account issues. As a result, the company has significantly reduced labor costs in that department.
However, automation isn’t without its limits. Just last week, Klarna announced it would give customers the option to speak with a human agent again—highlighting a growing trend of hybrid AI-human service models in fintech. This move reflects a broader shift in customer expectations. While many users are fine interacting with bots, others still want the reassurance of human support when problems get complex.
Klarna’s bold push into AI came at a pivotal moment. In March 2025, the company filed for its highly anticipated U.S. IPO. But those plans hit pause the following month due to market instability. President Trump’s sudden tariff announcements triggered volatility across global stock markets, and Klarna chose to delay its public debut.
Despite this setback, the company’s core business remains strong. Klarna reported $701 million in revenue for Q1 2025, marking a 13% increase year over year. It hasn’t announced when the IPO process will resume, but its leadership seems focused on building long-term value before returning to Wall Street.
More importantly, Klarna’s strategy sends a clear message to other tech firms: AI can drive real, measurable business outcomes. It’s not just about cool demos or productivity tools—it’s about boosting efficiency, trimming costs, and creating a leaner, smarter operation that can scale faster.
As Klarna balances automation with customer experience and prepares for public markets, it sets a compelling blueprint for how fintechs—and even traditional banks—can integrate AI in meaningful ways.
