For Klarna: scale CX without trading away the customer.
Hold the AI cost curve. Keep the customer. Auto-QA every BNPL conversation, surface dispute themes the moment they emerge, and put real-time guidance in front of agents handling chargebacks across 15+ markets.
From every BNPL conversation to outcomes that move the unit economics.
Level AI turns every Klarna customer interaction — from late-payment chats to merchant disputes to chargeback escalations — into the context that drives containment, resolution, satisfaction, and recovered revenue across the BNPL journey.
Trusted by CX teams in regulated, high-volume categories
Level AI was the lever that let our payments support team scale into peak season without burning out QA. Disputes resolution lifted by 50% while we doubled the productivity of our QA team and kept the cost line flat.
Your screen-capture, PCI redaction and policy enforcement on chargeback calls won the bake-off. Their answer was: we can't match Level AI in regulated environments.
As a payments platform serving millions of consumers and hundreds of thousands of merchants, customer experience is non-negotiable. Level AI added eyes to a dispute-handling process where we only had ears before — we now spot the friction inside chargebacks and refunds in flight, coach in the moment, and protect both agent and customer satisfaction.
We finally see what's actually happening across our payments support conversations — at scale. We've gone from manually scoring 1–2% of our calls to letting Level AI score 100% of them, and the playbook changes are showing up in our dispute and CSAT numbers.
Level AI was the lever that let our payments support team scale into peak season without burning out QA. Disputes resolution lifted by 50% while we doubled the productivity of our QA team and kept the cost line flat.
Your screen-capture, PCI redaction and policy enforcement on chargeback calls won the bake-off. Their answer was: we can't match Level AI in regulated environments.
As a payments platform serving millions of consumers and hundreds of thousands of merchants, customer experience is non-negotiable. Level AI added eyes to a dispute-handling process where we only had ears before — we now spot the friction inside chargebacks and refunds in flight, coach in the moment, and protect both agent and customer satisfaction.
We finally see what's actually happening across our payments support conversations — at scale. We've gone from manually scoring 1–2% of our calls to letting Level AI score 100% of them, and the playbook changes are showing up in our dispute and CSAT numbers.
Level AI was the lever that let our payments support team scale into peak season without burning out QA. Disputes resolution lifted by 50% while we doubled the productivity of our QA team and kept the cost line flat.
Your screen-capture, PCI redaction and policy enforcement on chargeback calls won the bake-off. Their answer was: we can't match Level AI in regulated environments.
As a payments platform serving millions of consumers and hundreds of thousands of merchants, customer experience is non-negotiable. Level AI added eyes to a dispute-handling process where we only had ears before — we now spot the friction inside chargebacks and refunds in flight, coach in the moment, and protect both agent and customer satisfaction.
We finally see what's actually happening across our payments support conversations — at scale. We've gone from manually scoring 1–2% of our calls to letting Level AI score 100% of them, and the playbook changes are showing up in our dispute and CSAT numbers.
Level AI was the lever that let our payments support team scale into peak season without burning out QA. Disputes resolution lifted by 50% while we doubled the productivity of our QA team and kept the cost line flat.
Your screen-capture, PCI redaction and policy enforcement on chargeback calls won the bake-off. Their answer was: we can't match Level AI in regulated environments.
As a payments platform serving millions of consumers and hundreds of thousands of merchants, customer experience is non-negotiable. Level AI added eyes to a dispute-handling process where we only had ears before — we now spot the friction inside chargebacks and refunds in flight, coach in the moment, and protect both agent and customer satisfaction.
We finally see what's actually happening across our payments support conversations — at scale. We've gone from manually scoring 1–2% of our calls to letting Level AI score 100% of them, and the playbook changes are showing up in our dispute and CSAT numbers.
One connected suite across the Klarna CX workflow.
Built on shared context — every BNPL chat, dispute call and merchant escalation feeds the same brain, so decisions and actions stay consistent across channels, languages, and 15+ markets.
AI Virtual Agent for BNPL self-service
Contain "where's my refund," "I don't recognize this charge," and late-payment questions without adding headcount. Understands BNPL intent, takes action across your payment, billing and dispute systems, and hands off to a human with full context the moment it matters.
Automated QA for every BNPL interaction
Score 100% of dispute and chargeback conversations against Klarna's regulated rubric — across English, Swedish, German, French and 12 more markets. Consistent scoring, clear drivers, full audit trail, no sampling.
Coaching for multi-market dispute teams
Coaching built from real Klarna conversations, not synthetic call lists. Identify which agents handle Pay-in-3 disputes well, which markets need empathy work on chargebacks, and track improvement week over week.
Voice of the BNPL Customer
See what Klarna shoppers are actually saying — at scale, across every market. Detect emerging dispute themes, merchant friction, and policy edge cases hours after they appear, not weeks later in a board deck.
Insights for BNPL leadership
A single source of truth built from every Klarna conversation — ready for Risk, Product, and CX leadership. Turn raw chats and calls into board-ready insight on dispute drivers, market hot-spots, and merchant escalations.
Agent Assist for live disputes
Real-time guidance for agents handling chargebacks and BNPL disputes — surfacing the right policy citation, the right next action, and the customer's full payment history, in the moment, in their language.
Measured impact for BNPL contact centers
Business outcomes for a regulated BNPL contact center
Hold service quality on every BNPL conversation with automated, impartial, regulator-friendly monitoring against Klarna's exact dispute and refund standards. Get deep insight into what's actually driving CSAT in each market. Learn how one Level AI customer saved over $30 million by leveraging QA-GPT.
Run BNPL support at peak-season volume without the cost line tracking your headcount. Fully automate QA and post-call disposition, resolve disputes on first contact with real-time AI assistance, and run targeted reviews and coaching across markets 5× faster than your current QA team.
Recover revenue and protect merchant trust with real-time AI that flags refund-risk signals, retention moments, and the next best action on every BNPL conversation. Use generative AI to surface product and policy improvements straight from the customer's words.
Built for high-stakes, regulated customer experience
Trusted by financial-services and BNPL teams who need accuracy, governance, defensible audit trails, and real outcomes across every regulated customer touchpoint — from dispute to chargeback to merchant escalation.
Built for every Klarna CX role
Run a tighter Klarna contact center across 15+ markets — from onboarding new BNPL agents and coaching across languages, to managing team performance, surfacing dispute hot-spots, and protecting unit economics without trading the customer.
Learn moreHandle Pay-in-3, refund and chargeback conversations with confidence. Get real-time AI guidance for the next best action, instant post-call dispositions, and full payment-history context — all consistent with Klarna's policies.
Learn moreMove CX from reactive ticket triage to proactive risk management. Generative AI surfaces the dispute themes, merchant escalations, and emerging policy gaps shaping your CSAT — and quantifies them across markets before they hit the board.
Learn more
More resources for BNPL CX teams
Questions from BNPL CX leaders
Customer intelligence (CI) is the practice of collecting and interpreting every signal from your Klarna customers — chats, dispute calls, refund flows, merchant escalations — to act on what they actually need. For BNPL, that means catching policy edge cases and fraud patterns before they shape next quarter's CSAT, and shipping that insight to Risk, Product, and CX in the same week.
Personalize the BNPL journey: tailor flows for first-time vs. repeat Klarna shoppers and high-risk dispute paths.
Catch emerging dispute themes: see merchant-, market- and product-level patterns within hours.
Inform Risk and Product: ship CX signal upstream to the teams who actually move the unit economics.
Protect CSAT under pressure: proactively flag conversations where the AI cost curve is starting to break the customer relationship
Conversational intelligence is the layer that reads every Klarna interaction — phone calls, in-app chats, dispute emails, merchant tickets — and pulls the structured signal out: intent, sentiment, policy violations, refund triggers, fraud cues. It's how you turn millions of monthly BNPL conversations into one defensible source of CX truth.
Service automation, applied carefully, is how you scale Klarna's BNPL contact center without trading away the customer. Examples include:
- Real-time AI guidance for agents on chargebacks and disputes
- Instant post-call disposition aligned to BNPL policy
- Automated QA scoring on 100% of multilingual conversations
- Surfacing emerging dispute themes and policy gaps for Risk and Product
Level AI offers a suite of advanced artificial intelligence solutions, leveraging the latest generative AI and semantic intelligence technologies, that improve customer experience, greatly increase operational efficiency, and transform service & contact center teams into hubs of competitive advantage, insightful business intelligence, and growth.
