Sweden-based BNPL provider Klarna plans to reduce its workforce by half by implementing AI to handle customer queries, significantly reducing resolution times. Over the past 12 months, the company's workforce has reduced from 5,000 to 3,800 employees, primarily through employee attrition.
The company's AI assistant is now performing the work equivalent to 700 employees, reducing the average query resolving time from 11 minutes to two minutes. Klarna has not been hiring since September last year, allowing the company to decrease in size naturally.
CEO S ebastian Siemiatkowski stated that Klarna's average revenue per employee over the past 12 months has increased by 73%, from 4 million crowns (~USD 360,000) to 7 million crowns (~USD 690,000). Klarna expects to go public next year, reported swinging to an adjusted profit of 673 million Swedish crowns (~USD 66 million) in 1H 2024.
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