Klarna Attributes Workforce Reduction to AI Assistant Handling Work of 700 Employees

Swedish fintech firm Klarna announced it has eliminated several hundred customer service roles, a move it attributes to the performance of its AI-powered assistant. The company stated the chatbot is now handling the majority of customer inquiries and is performing the work equivalent to that of 700 full-time agents, while reducing average resolution time from 11 minutes to 2 minutes.

Klarna clarified that this restructuring is part of a strategic shift to reallocate resources toward hiring in engineering and AI development, rather than in traditional customer support.

Industry observers note that Klarna represents one of the first prominent cases where a public technology company has directly linked a significant workforce reduction to the implementation of generative AI, as opposed to citing only broader economic factors.

The announcement ignited international debate. Proponents highlight the potential for AI to deliver faster, more efficient, and consistent service, while critics raise concerns about accelerated job displacement and widening socioeconomic inequality.

For the broader financial and tech sectors, Klarna's decision functions as both a concrete case study and a stark indicator: AI integration is now tangibly reshaping corporate structures, hiring strategies, and the fundamental dynamics between employers and employees.