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Almost 90% of Klarna staff are using AI daily

17 mai 2024

Generative AI applied across various teams: Main drivers in non-technical teams are Communications (93% adoption), Marketing (88% adoption), and Legal (86%).

Klarna, the AI-powered global payments network and shopping assistant, announced another milestone in its advanced adoption of AI technologies: „9 out of 10 Klarna employees (87%) now harness the power of Generative AI in their daily work” – according to the press release. 

„This transformative integration spans across all teams, with non-technical groups such as Communications, Marketing, and Legal seeing adoption rates of 93%, 88%, and 86% respectively. These figures not only demonstrate AI’s versatility but also its role in enhancing non-technical operations, a strategic move that sets Klarna apart.” – the company said.

Klarna added: „This internal AI revolution is further propelled by Kiki, Klarna’s bespoke internal AI assistant, which has adeptly responded to over 250,000 inquiries since launching in June 2023, establishing itself as an indispensable asset within the company. Overall, 85% of all Klarna employees are now using Kiki.” 

We push everyone to test, test, test and explore,” said Sebastian Siemiatkowski – CEO and Co-Founder at Klarna. “As Klarna continues to discover applications for OpenAI’s tech, there’s the potential to take the business to new heights. We’re aimed at achieving a new level of employee empowerment, enhancing both our team’s performance and the customer experience.”

An additional key driver behind this internal AI investment is Kiki, Klarna’s custom-built internal AI assistant, using OpenAI’s Large Language Models (LLMs). With 2,000 questions answered daily, Kiki significantly aids in the management and distribution of internal knowledge.

„Kiki generates answers to a wide range of topics within 1 to 5 seconds, and answers are context dependent. So the answer to ‘what is my team working on’ will be personalised to the person asking the question.” the company explained.

Here are some further examples of how Klarna employees are using generative AI in their day-to-day work: 


Klarna’s communications team uses ChatGPT to impartially evaluate whether press articles written about Klarna are positive or negative for the company. 

Filippa Bolz, Head of Communications at Klarna, says: “Media monitoring companies have tried for at least fifteen years to automate ‘sentiment’ analysis but often you’d get better results from blindfolded monkeys throwing darts. The tool we’ve built using ChatGPT has blown our minds! It provides a really objective analysis of each article in a couple of seconds, which helps us ensure we communicate clearly, that it is understood and resonates with each one of our target audiences – rather than bundling them together.” 


Klarna’s lawyers are using ChatGPT Enterprise to create the first draft of common types of contract, massively reducing the time it takes to draw up a contract. 

Selma Bogren, Senior Managing Legal Counsel at Klarna, says: “The big law firms have had a really great business just from providing templates for common types of contract. But ChatGPT is even better than a template because you can create something quite bespoke. 

Instead of spending an hour starting a contract from scratch or working from a template, I can tweak a ChatGPT draft in about ten minutes. You still need to adapt it to make it work for your particular case but instead of an hour you can draft a contract in ten minutes.”

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Anders Olofsson – former Head of Payments Finastra

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So many people are coming here to Bucharest, people that I see and interact on linkedin and now I get the change to meet them in person. It was like being to the Football World Cup but this was the World Cup on linkedin in payments and open banking.”

Many more interesting quotes in the video below:


In 23 septembrie 2019, BNR a anuntat infiintarea unui Fintech Innovation Hub pentru a sustine inovatia in domeniul serviciilor financiare si de plata. In acest sens, care credeti ca ar trebui sa fie urmatorul pas al bancii centrale?