November 20, 2025
AI-Powered Bank Klarna Shows off the Power of Intelligence, After Earlier Automation Stumble
Financial firm Klarna has been making great strides across global consumer markets in recent years, but is better (or worse) known in the CX world for fluffing its early AI agent launch.
Popular in Europe for its “pay in three instalments” offer, the brand continues to grow fast. While sitting through the company’s latest earnings, Klarna had some positive news as the AI agent looks to get back in the company’s good books.
During the earnings call, Klarna CEO Seb Siemiatkowski highlighted the value of their customer service AI agent, that can now do the work of more than 853 full-time agents.
That’s up from 700 in the beginning of the year, and in performing all that work has saved the business around $60 million.
Klarna CX and Profits on the Rise
Klarna reported a record-breaking third quarter, as the AI-powered digital bank recorded $903 million in revenue and made 4 million card sign-ups in the last 4 months.
Through the AI efficiency gains it has helped more consumers pay on time, or even early, than ever before. Citing that evidence that the AI underwriting process is working and improves with additional data. The earnings report notes:
“Klarna continues to improve operational leverage through AI. Since 2022, revenue per employee has tripled, while adjusted operating expenses rose just 2%. Forward-flow agreements add $6.5b in capital-light capacity, with $1.2b receivables sales expected in Q4.”
Expanding Fast and Driving Earnings
Klarna is expanding to new markets fast, trying to capture market share and churn incumbents. Today, it announced the app is now available on Apple Pay in Denmark, Spain, and Sweden with France to follow.
“After the fantastic response in the US, UK, and Canada, I’m super excited to bring Klarna on Apple Pay to tens of millions of consumers across Europe,” said Sebastian Siemiatkowski, Co-founder and CEO of Klarna. “Our continued expansion into even more countries will give even more people the freedom and flexibility to choose how and when they pay — all with the seamless, secure Apple Pay experience they already love and use.”
