Klarna . Fintech
Customer service assistant handling refunds, returns, payments and disputes
Production
Pilot
Production
Scaled
Killed
Now live globally for 1 monthFrom the source, 2024-02-27
What happened
Klarna launched an OpenAI-powered assistant in its app to handle customer service tasks such as refunds, returns, payments and disputes. A month after launch, Klarna said it was handling two-thirds of its customer service chats. In May 2025, CEO Sebastian Siemiatkowski told Bloomberg that a focus on cost had led to lower quality and that Klarna was recruiting human support staff again, while a spokesperson said the company was still AI-first. It stays Production because the assistant is still live, with a human available on request.
Sources
- Company
- Klarna
- Industry
- Fintech
- Vendor / platform
- OpenAI
- Type
- Customer-facing agent
- Status
- Production
- Evidence date
- 2024-02-27
- Source
- https://www.klarna.com/international/press/klarna-ai-assistant-handles-two-thirds-of-customer-service-chats-in-its-first-month/
- Notes
- In May 2025 the CEO said Klarna was hiring human support again after quality concerns: https://fortune.com/2025/05/09/klarna-ai-humans-return-on-investment/
- Last checked
- 2026-10-17
Status reflects only what the linked source states on the evidence date. If it changed, Suggest an update.