Klarna
For Klarna · CX leadership

For Klarna: scale CX without trading away the customer.

AI plus human intelligence for the BNPL contact center. Built so the customer relationship doesn't slip as conversation volume scales.

+25%
CSAT lift
Across portfolio of CX teams on Level AI
90%
QA time saved
From sample QA to 100% coverage
$30M
Saved by one customer
Combined cost-to-serve and CSAT impact
Why now

The 2024 lesson, applied to BNPL.

In 2024 the public narrative was that AI was doing the work of 700 agents. The honest follow-up was a more measured one: the team went too far, quality slipped, and the human seat came back. The BNPL takeaway is not anti-AI. AI replaces drudgery, not the customer relationship. Disputes, chargebacks, and regulated handling across 15+ markets need scale and empathy in the same conversation.

The platform

Four pillars built for BNPL contact-center economics.

01 Auto-QA
100% of BNPL conversations, scored.
Every dispute, refund, and chargeback graded against the rubric, not a 2% sample. Catch the regulatory red flag the week it emerges, not next quarter.
02 Agent Assist
Merchant disputes, multi-language guidance.
Right policy, right language, right regulatory tone, surfaced in the moment so agents in 15+ markets stay on script without reaching for Confluence.
03 Voice of the Customer
Dispute and chargeback themes, surfaced.
The themes that move merchant take-rate, visible the week they emerge. The QA team sees what is shaping the economics, not what is shaping next quarter's report.
04 Coaching
In the moment, not the monthly review.
Show the agent the exact 30 seconds that worked or drifted, while the next call still matters. Coaching that scales with the team across markets.
Closest analog · Affirm

Affirm scaled its contact-center operations on Level AI.

"Level AI gave our team the conversation coverage to find the dispute themes that shape merchant economics, and the in-the-moment coaching to act on them before the next quarter's report."
CX leadership, Affirm · Public LinkedIn post: "How Affirm Scaled Its Contact Center Operations"
ROI math

What 100% coverage looks like at Klarna scale.

From 2% to 100%
Every BNPL conversation graded against the rubric, across English and the EU language footprint.
+25% CSAT
In-the-moment coaching shifts CSAT in a single quarter, not a fiscal year.
90% QA time saved
QA reviewers move from grading to coaching the conversations that actually move merchant take-rate.

Ready when you are, Klarna.

Thirty minutes with the CX team. We bring BNPL CX benchmarks, an Affirm walkthrough, and an Auto-QA sandbox running on a sample of recent disputes.

Book the Klarna walkthrough