Agentic AI
Jun 27, 2025
Deepak Singla
IN this article
In June 2025, Klarna’s CEO unveiled a sweeping AI-first transformation that redefines how modern companies operate—from automating over 800 roles to deploying human-like AI agents across the customer journey. But Klarna’s move isn’t just a fintech headline—it’s a wake-up call for every business. This blog breaks down Klarna’s AI strategy, why traditional tools like chatbots and RAG are falling short, and how companies can achieve Klarna-level support performance using agentic AI platforms like Fini—without needing Klarna’s budget or in-house AI lab.
Klarna Just Went All-In on AI. Should You?
In June 2025, Klarna’s CEO Sebastian Siemiatkowski shared a bold vision: Klarna is becoming an AI-native super app, embedding artificial intelligence across the entire customer journey—from product discovery and personalized marketing to payment flows and post-purchase support.
This isn’t just a tech upgrade. It’s a company-wide reinvention powered by AI.
For businesses watching from the sidelines, the message is clear: AI isn’t optional—it’s foundational. Whether you're in fintech, e-commerce, SaaS, or consumer services, Klarna’s playbook offers a glimpse into what high-performance, AI-powered operations look like today.
What Klarna’s AI Strategy Actually Looks Like
Klarna isn’t simply “adding AI features”—they’re replacing legacy processes with AI-first workflows:
Key elements of Klarna’s transformation:
AI-automated operations: Tasks equivalent to 800+ full-time employees replaced by AI systems
Customer support reimagined: Klarna’s AI assistant now resolves queries across channels with human-like tone, multilingual capabilities, and contextual memory
AI-powered product and marketing: Dynamic personalization in browsing, checkout, and offers using large language models (LLMs)
This approach is already:
Cutting support costs
Boosting operational velocity
Changing how teams are hired and trained
Klarna’s CEO summed it up: “We’re likely the last generation of companies hiring engineers without AI fluency.”
Why This Matters for Your Business—Even If You’re Not Klarna
Klarna is a fintech giant. But the core principle is universal: companies that don’t operationalize AI will fall behind.
Top challenges businesses face without AI:
Rising support costs and long response times
Low CSAT due to slow or robotic interactions
Burnout among agents handling repetitive questions
Inability to personalize experiences at scale
And yet, many teams are still stuck with outdated tools—chatbots that can't reason, RAG systems that surface links, and support teams that operate in silos.
The Limitations of RAG and Traditional Chatbots in 2025
Most “AI-powered” support tools still rely on:
Rule-based bots with limited understanding and no memory
Retrieval-Augmented Generation (RAG) that returns documents, not direct answers
Zero integration with internal systems for executing tasks
These tools don’t solve user problems. They redirect them.
To understand the challenges of RAG systems, read Why RAG Is Failing Customer Support.
But in 2025, customers expect:
Multi-turn understanding and contextual memory
Emotional tone alignment and policy-aware responses
Action-taking AI that can initiate refunds, process cancellations, verify accounts, and more
Klarna has made this leap. You can too—without a billion-dollar AI lab.
Fini: Klarna-Level AI Support, Built for Everyone Else
Fini is the agentic AI support platform for businesses ready to operate like Klarna—without needing Klarna’s budget or in-house AI team.
What makes Fini different?
RAGless: We don’t dump links—we deliver direct answers and take real actions
Agentic: Our AI doesn’t just reply. It performs tasks (refunds, escalations, verifications) end-to-end
Context-aware: Remembers users, understands complex queries, navigates flows dynamically
Compliant: SOC 2, GDPR, HIPAA-ready
Integrated: Works with your CRM, helpdesk, ERP, and internal APIs
Real-world results with Fini:
80%+ ticket deflection
Up to 121% improvement in SLA compliance
3x increase in CSAT over legacy bots
40% drop in cost per resolution
If you’ve ever wondered what Klarna’s AI stack would look like as a SaaS product—it’s Fini.
Who Should Pay Attention?
Fini is purpose-built for:
CX leaders scaling globally
Support ops teams automating L1 and L2 tickets
Product teams seeking in-chat onboarding or feature education
E-commerce and fintech brands needing secure, real-time, multilingual AI
How to Get Klarna-Level Support Without Klarna’s Budget
Here’s how to get started with Klarna-style AI support—fast:
Run a support audit
Identify repetitive tasks where human agents are stuck.Map key support flows
Look at automatable journeys like promo code handling, returns, password resets, and payment issues.Deploy Fini AI
Go live in <1 week using Fini’s no-code integration.Monitor and iterate
Use Fini’s built-in Analytics to track accuracy, escalation rates, and CSAT trends.
What Happens If You Don’t Act?
If you wait:
Competitors will ship AI-first experiences that feel instant, intuitive, and human
Agents will drown in manual workflows and churn
Users will flock to brands that “just get it”
And AI will only get smarter and cheaper.
AI Doesn’t Stop at Support: Klarna Shows It’s an Org-Wide Advantage
Klarna’s shift to AI touches every department:
Product: Surface insights from real-time AI chat feedback
Marketing: Deliver tailored messages via segmentation and user attributes
Compliance: Use automated guardrails and audit-ready decision logs
Engineering: Faster testing, AI-generated documentation, and internal copilots
With Fini, companies aren’t just automating support—they’re future-proofing the entire customer journey.
Klarna Didn’t Wait. Neither Should You.
The age of AI-native support is here. Klarna is the blueprint. Fini is the platform.
Whether you're:
A high-growth e-commerce brand
A fintech startup with sensitive workflows
A SaaS company scaling global ops
Now’s the time to ditch old-school chatbots and move into agentic, secure, intelligent AI support.
👉 Book a demo to Explore how Fini works
Klarna's AI Strategy
1. What is Klarna's new AI-first strategy all about?
Klarna is transitioning into an AI-native super app, embedding artificial intelligence across every touchpoint of the customer journey—product discovery, payments, marketing, and post-purchase support. The company has automated tasks equivalent to 800+ full-time employees and is using large language models (LLMs) to personalize experiences at scale.
2. How is Klarna using AI in customer support?
Klarna has deployed AI agents capable of handling multilingual, multi-turn conversations with contextual memory. These AI assistants resolve support tickets across channels, adapt tone to match brand personality, and escalate when necessary—dramatically reducing support costs and improving CSAT.
3. What makes Klarna’s AI implementation different from other companies?
Klarna isn’t just layering AI features on top of old workflows. It has rebuilt its operations from the ground up using AI-first architecture. The company uses AI to automate support, personalize product recommendations, and even reshape hiring by prioritizing AI fluency.
Why This Matters for Other Businesses
4. Should smaller companies adopt Klarna’s AI playbook?
Yes. While Klarna is a fintech giant, its approach to AI is relevant for companies of all sizes. With accessible agentic AI platforms like Fini, even startups can deploy Klarna-level automation and support experiences without hiring large AI teams.
5. What are the risks of not adopting AI in customer support?
Companies that delay AI adoption risk falling behind. They may face rising ticket volumes, higher operational costs, slow resolution times, agent burnout, and poor customer satisfaction—especially when competitors deliver instant, AI-driven support.
6. How does Klarna's AI shift affect customer expectations?
As Klarna sets a new standard for instant, intelligent support, customers begin expecting similar experiences elsewhere. Businesses that fail to match this speed and personalization risk losing users to more responsive, AI-native competitors.
Limitations of Traditional AI Tools
7. Why are traditional chatbots considered outdated in 2025?
Most traditional chatbots are rule-based, lack memory, and can’t handle complex multi-turn queries. They fail to integrate with internal systems, often frustrating users by providing generic or irrelevant responses instead of resolving issues.
8. What’s wrong with Retrieval-Augmented Generation (RAG) in support?
RAG systems return document snippets instead of direct answers. They can hallucinate or miss important policy context, making them unreliable for enterprise customer support where precision, compliance, and actionability matter.
9. What should modern AI support systems be able to do?
Modern AI should go beyond answering questions—it should retain conversation history, understand emotional tone, comply with policies, and take actions like issuing refunds, verifying identities, or canceling subscriptions directly from chat.
Fini: Klarna-Level Support Without Klarna’s Budget
10. What is Fini and how does it compare to Klarna’s internal AI?
Fini is an agentic AI support platform that replicates Klarna-grade AI performance for any business. It delivers RAGless, action-oriented support with contextual memory and deep integration into your CRM, ERP, or helpdesk systems—without requiring a billion-dollar AI lab.
11. How does Fini outperform traditional AI chatbots?
Fini doesn’t just respond—it resolves. It performs backend actions, routes escalations intelligently, and adapts responses by user segment, language, or product context. Businesses using Fini report 80%+ ticket deflection and 3x CSAT improvements.
12. Is Fini compliant with data privacy and security standards?
Yes. Fini is built for enterprises with SOC 2, GDPR, and HIPAA compliance. It includes built-in guardrails, audit trails, and customizable escalation workflows—making it suitable for sensitive industries like fintech and healthcare.
Implementation & Results
13. How fast can a business go live with Fini?
Fini offers a no-code deployment that allows most businesses to launch in under 1 week. Teams can integrate it with tools like Zendesk, HubSpot, Salesforce, Intercom, and more—without engineering dependencies.
14. What kind of support tasks can Fini automate?
Fini can handle password resets, refund requests, order tracking, promo code issues, account verifications, and more. It learns from your historical data and continuously improves performance over time.
15. What measurable impact has Fini delivered for companies?
Fini users have seen up to 121% improvement in SLA compliance, 40% lower cost per resolution, and 80%+ reduction in manual ticket load. These gains mirror what companies like Klarna achieved with internal AI—now made accessible via SaaS.
More in
Agentic AI
Co-founder
