[{"data":1,"prerenderedAt":140},["ShallowReactive",2],{"uc-org-klarna":3},{"organization":4,"includeUnpublished":14,"evidence":15},{"slug":5,"name":6,"country":7,"region":8,"industry":9,"wikidata":10,"records":11,"useCases":12,"indexable":13},"klarna","Klarna","SE","europe","payments","Q1165072",3,5,true,false,[16,45,98],{"title":17,"useCases":18,"organization":20,"vendors":21,"summary":22,"stage":23,"year":24,"channels":25,"languages":28,"metrics":30,"outcomeDisclosed":14,"sources":31,"verification":37,"grade":40,"id":41,"useCaseTitles":42},"Klarna: ML based credit models for real time underwriting of every transaction",[19],"bnpl-underwriting-and-credit-risk",{"name":6,"anonymized":14,"country":7,"region":8,"industry":9,"wikidata":10},[],"Klarna, a Swedish buy now pay later and payments provider, describes in its annual report on Form 20-F for 2025 an underwriting process built on machine learning credit models. The process is fully automated and gives a new underwriting decision for each transaction in real time, drawing on Klarna's own records of customer history and purchase behavior. The filing ties this to an average of approximately 3.4 million transactions per day made by 118 million active Klarna consumers in 2025, and does not state a result attributed to the models alone.","scaled",2025,[26,27],"api","mobile-app",[29],"en",[],[32],{"url":33,"title":34,"publisher":35,"date":36},"https:\u002F\u002Fwww.sec.gov\u002FArchives\u002Fedgar\u002Fdata\u002F2003292\u002F000200329226000007\u002Fklar-20251231.htm","Klarna Group plc annual report on Form 20-F for the fiscal year ended December 31, 2025","U.S. Securities and Exchange Commission","2026-02-26",{"level":38,"checkedAt":39},"source-verified","2026-10-13","B","klarna-ml-credit-models-real-time-underwriting",[43],{"slug":19,"title":44},"AI underwriting and credit risk decisioning for buy now pay later",{"title":46,"useCases":47,"organization":51,"vendors":52,"summary":56,"stage":23,"year":57,"channels":58,"languages":59,"metrics":62,"outcomeDisclosed":13,"sources":80,"verification":88,"grade":40,"id":90,"useCaseTitles":91},"Klarna: AI assistant as the first line of customer service",[48,49,50],"first-line-contact-centre-agent","card-dispute-and-chargeback-intake","order-status-and-returns-agent",{"name":6,"anonymized":14,"country":7,"region":8,"industry":9,"wikidata":10},[53],{"name":54,"role":55},"OpenAI","model-provider","Klarna announced in February 2024 that its AI assistant built on OpenAI models had been live globally for a month as the first line of its customer service, handling refunds, returns, payment issues, cancellations and disputes in more than 35 languages across 23 markets. In 2025 the company said it had gone too far in replacing people and began recruiting human agents again so that customers can always reach a person; the assistant still handles the majority of inquiries. The record is useful precisely because it shows both the gain and the correction.",2024,[27],[29,60,61],"ar","fr",[63,72],{"kpi":64,"value":65,"unit":66,"qualifier":67,"period":68,"claimant":69,"quote":70,"sourceUrl":71},"interactions-handled",2300000,"count","exact","first month after launch","organization","The AI assistant has had 2.3 million conversations, two-thirds of Klarna’s customer service chats","https:\u002F\u002Fwww.klarna.com\u002Finternational\u002Fpress\u002Fklarna-ai-assistant-handles-two-thirds-of-customer-service-chats-in-its-first-month\u002F",{"kpi":73,"value":74,"unit":75,"qualifier":67,"period":76,"baseline":77,"claimant":69,"quote":78,"sourceUrl":79},"response-time-reduction",82,"percent","since launch, as reported in 2025","before the AI assistant","Since launch, response times have improved by 82%, and Klarna has seen a 25% drop in repeat issues.","https:\u002F\u002Fwww.customerexperiencedive.com\u002Fnews\u002Fklarna-reinvests-human-talent-customer-service-AI-chatbot\u002F747586\u002F",[81,84],{"url":71,"title":82,"publisher":6,"date":83},"Klarna AI assistant handles two-thirds of customer service chats in its first month","2024-02-27",{"url":79,"title":85,"publisher":86,"date":87},"Klarna changes its AI tune and again recruits humans for customer service","CX Dive","2025-05-09",{"level":38,"checkedAt":89},"2026-09-26","klarna-ai-assistant-customer-service",[92,94,96],{"slug":48,"title":93},"AI agent for first line contact centre service",{"slug":49,"title":95},"AI agent for card dispute intake",{"slug":50,"title":97},"AI agent for order status, delivery changes and returns",{"title":99,"useCases":100,"organization":102,"vendors":103,"summary":111,"stage":23,"year":57,"channels":112,"languages":114,"metrics":115,"outcomeDisclosed":13,"sources":131,"verification":135,"grade":40,"id":136,"useCaseTitles":137},"Klarna: generative AI for marketing copy and imagery",[101],"marketing-content-compliance-copilot",{"name":6,"anonymized":14,"country":7,"region":8,"industry":9,"wikidata":10},[104,105,107,109],{"name":54,"role":55},{"name":106,"role":55},"Midjourney",{"name":108,"role":55},"Adobe",{"name":6,"role":110},"in-house","Klarna uses generative AI across marketing: an in house copywriting tool (Copy Assistant) for most of its copy, and image generation tools for campaign imagery, while reducing spend on external agencies for translation, production, CRM and social. Klarna says the faster image cycle includes checks for brand consistency, image quality and legal compliance. It attributes a share of its sales and marketing savings to AI.",[113],"internal-tools",[],[116,125],{"kpi":117,"value":118,"unit":119,"currency":120,"qualifier":121,"period":122,"claimant":69,"quote":123,"sourceUrl":124},"cost-savings",10000000,"currency","USD","approximately","annualized, as of Q1 2024","AI is responsible for 37% of the cost savings, or about $10 million on an annualized basis.","https:\u002F\u002Fwww.klarna.com\u002Finternational\u002Fpress\u002Fai-helps-klarna-cut-marketing-agency-spend-by-25-and-run-more-campaigns\u002F",{"kpi":126,"value":127,"unit":128,"qualifier":67,"baseline":129,"claimant":69,"quote":130,"sourceUrl":124},"cycle-time-days",7,"days","image development cycle of 6 weeks before generative AI","Increased Efficiency and Creativity: Generated over 1,000 images in the first three months of 2024 using genAI, reducing the image development cycle from 6 weeks to just 7 days.",[132],{"url":124,"title":133,"publisher":6,"date":134},"AI helps Klarna cut marketing agency spend by 25% and run more campaigns","2024-05-28",{"level":38,"checkedAt":89},"klarna-generative-ai-marketing-production",[138],{"slug":101,"title":139},"AI copilot for marketing content with compliance pre review",1791904366306]