Reported about 2 months ago
Swedish payment company Klarna has reduced its workforce to approximately 3,800 from 5,000 positions over the past year, attributing this mainly to attrition rather than layoffs. The firm is leveraging AI chatbots to manage customer queries more effectively, decreasing resolution time from 11 to 2 minutes and allowing the AI to perform tasks previously handled by around 700 employees. Despite scaling down its headcount, Klarna experienced a rise in average revenue per employee by 73% over the past year and reported a first-half revenue increase of 27%, suggesting a shift towards greater productivity and profitability.
Source: YAHOO