Klarna is proving that its aggressive shift toward AI wasn’t just a flashy announcement. A year after the buy now, pay later (BNPL) giant unveiled plans to lean heavily on AI—particularly OpenAI-powered systems—the company says the results are showing up clearly on the bottom line.
On Monday, Klarna revealed that it’s now on track to generate $1 million in revenue per employee, a dramatic jump from $575,000 just a year ago. The Swedish fintech attributes this efficiency to its AI rollout across various departments, including the replacement of costly tools and staff cuts in customer support.
AI Replaces Hundreds of Customer Service Contractors
The biggest financial gain, Klarna says, has come from slashing customer service expenses. Last year, the company replaced nearly 700 outsourced customer service agents with AI chatbots, part of a broader move to automate and streamline support. That shift followed Klarna’s decision to end its Salesforce CRM contract, cutting significant software costs.
While the AI-led support overhaul helped drive margins, Klarna recently walked back part of that plan. The company confirmed that customers would once again have the option to speak to human agents—suggesting some limitations in the AI systems’ ability to handle nuanced or sensitive queries.
Still, Klarna insists that AI has made most internal functions more efficient, helping the company scale without aggressive hiring. The result? A leaner team generating more revenue, a key milestone as Klarna positions itself for long-term growth.
IPO on Ice Amid Market Volatility
Klarna filed for its long-awaited U.S. IPO in March but pressed pause on those plans last month. The delay comes as market volatility spiked following former President Trump’s announcement of new trade tariffs—a move that rattled investor confidence and slowed tech listings.
Despite the IPO freeze, Klarna posted strong numbers in Q1 2025, with revenue up 13% year-over-year to $701 million. The company declined to offer a new timeline for when it might move forward with its public offering.
As Klarna continues to push AI deeper into its operations, it’s clear that the company sees automation as both a cost-saving tool and a strategic advantage. Whether that edge will be enough to reignite IPO interest remains to be seen—but the $1 million-per-employee figure is a powerful narrative in an increasingly efficiency-focused fintech landscape.
