Whenever people talk about AI taking over jobs, the conversation usually veers into two extreme camps: doomsayers who predict mass unemployment and optimists who insist AI will only create new, better jobs. But Klarna’s story shows a more nuanced reality—AI isn’t just a tool, and it’s not just a job killer. It’s a fundamental shift in how work gets done.
Klarna’s AI Transformation
Klarna, a fintech company that made its name with "buy now, pay later" services, has become a case study in AI-driven efficiency. With OpenAI’s ChatGPT integrated into its operations, the company has cut 700 full-time human agent roles while still improving customer service. AI now handles 2.3 million conversations autonomously, saving Klarna an estimated $40 million annually.
But the impact isn’t just in customer support. Klarna’s marketing team uses generative AI to create content and translate campaigns across 45 different markets, cutting marketing costs by 37% (or $10 million per year). AI is also streamlining operations in legal, finance, and software development—essentially making every department more efficient.
The result? A 73% increase in revenue per employee. This is the kind of productivity boost companies dream of.
AI Is a Multiplier, Not a Replacement
Klarna’s story illustrates a broader truth about AI: It’s not that AI is simply replacing workers—it’s multiplying what each worker can do. Before AI, if a company wanted to scale customer support, it had to hire more agents. Now, it can scale conversations without hiring anyone new. If marketing wanted to expand into new countries, it needed translators and copywriters. Now, AI does that almost instantly.
This shift is happening across industries. AI coders at big tech companies now produce software faster. AI-assisted lawyers draft contracts in minutes. Even creative fields—once thought immune—are being transformed. AI-generated music, AI-written scripts, AI-edited videos—these are all real, and they’re improving rapidly.
The Economics of Fewer Workers
Of course, Klarna is also cutting jobs. By the end of 2025, it aims to shrink its workforce to just 2,000 employees. That’s the part that makes people nervous. But what’s interesting is what Klarna is doing with the money saved.
Instead of simply pocketing all the gains, Klarna says it plans to increase compensation for remaining employees. This aligns with what we’ve seen in other AI-augmented industries: when AI boosts productivity, companies can afford to pay top talent more.
This isn’t just theory. Microsoft research found that AI-augmented developers write code 55% faster. Some firms already pay their AI-assisted engineers significantly more because they’re so much more productive. Klarna is simply extending this logic across departments.
This means the AI-driven future won’t necessarily be one where all workers suffer—it’s one where fewer workers do more, but get paid more.
The Uneven Distribution of AI
One of the most famous quotes about the future is William Gibson’s:
"The future is already here—it’s just not evenly distributed."
That applies perfectly to AI. Klarna is ahead of the curve, but many companies still haven’t figured out how to integrate AI effectively. Some will take years to catch up. And just like with the internet, AI’s benefits won’t be felt equally by everyone at the same time.
Some industries will see massive disruption in the next five years, while others will take decades to change. Some workers will see their salaries skyrocket, while others will find themselves struggling to adapt. The transition won’t be smooth or fair.
How to Prepare for the AI Shift
If you’re an employee, the key takeaway is this: AI won’t replace you, but a person using AI might. If you’re in customer service, marketing, law, software, or any knowledge-based field, AI is already changing the rules. The best way to future-proof your career is to learn how to use AI tools effectively—because the people who do will be the ones companies want to keep.
For companies, the message is equally clear: AI isn’t optional anymore. The companies that figure out AI integration early, like Klarna, will have a massive competitive advantage. They’ll move faster, operate leaner, and generate more revenue per employee than their slower-moving rivals.
The Future of Work
The Klarna example shows us what the future of work looks like:
- Fewer employees, but more productivity. Companies won’t need as many people, but the ones they do keep will be far more valuable.
- Higher pay for AI-augmented workers. If AI lets you do 10x the work, companies can afford to pay you more.
- A widening gap between AI adopters and laggards. Workers and companies that embrace AI will surge ahead, while those who resist will struggle.
So is Klarna’s CEO right when he says AI can already do everything humans do? Not exactly. But it’s getting close enough that it’s changing the economics of work in ways we can’t ignore. AI isn’t the future—it’s already here. The only question is who will adapt fast enough to benefit from it.