How does Klarna use AI across its payment ecosystem?
Klarna runs machine learning at the point of sale and is pushing its payment options into AI shopping agents. Its FY2025 20-F says it uses established ML techniques for real-time fraud detection and prevention, AML and sanctions screening, product personalization and marketing materials, and ML to enable the real-time underwriting of every transaction, drawing on about 3.4 million transactions a day from 118 million active consumers in 2025. Its AI assistant, launched with OpenAI in February 2024, handled 80% of customer-service chats in 2025, doing work equivalent to over 850 full-time agents and delivering approximately $59 million in cost savings. In agentic commerce, Klarna backed Google's Agent Payments Protocol on October 13, 2025, launched its Agentic Product Protocol, a live feed of more than 100 million products, on December 15, 2025, said on March 3, 2026 that Stripe's Shared Payment Tokens would soon support it, and on May 12, 2026 said its flexible payments were coming to Google Search, including AI Mode, and the Gemini app via Google Pay. Its Shopping Search app has been live in ChatGPT since May 2026. Klarna does not publish fraud-model results or agentic transaction volumes.[1][2][3][4][5][6]
Data as of Oct 19, 2026 · Klarna profile updated Oct 19, 2026 · 16 sources cited on this page · 52 fintechs profiled on this site · Markdown
Where in the payment flow does Klarna use AI?
One row per layer, from Klarna's FY2025 annual report (Form 20-F) and releases. Results are Klarna's own measurements.
| Layer | What Klarna discloses | Date |
|---|---|---|
| Credit decision at checkout | A new real-time underwriting decision for each transaction; the process uses ML-based credit models, is fully automated and decides in a matter of seconds | February 26, 2026[1] |
| Fraud, AML and sanctions | Established ML techniques in real-time fraud detection and prevention, and in AML and sanctions screening | February 26, 2026[1] |
| Identity and fraud policy | Underwriting begins with identification and authentication of the consumer and an evaluation of credit and fraud policies to prevent over-indebtedness, abuse and fraud, before ML-based risk scoring | February 26, 2026[1] |
| Customer service | AI assistant powered by OpenAI handled 80% of service chats in 2025, work equivalent to over 850 full-time agents, approximately $59 million in cost savings; AI-handled chats averaged two minutes against a 12-minute human average in 2024 | February 26, 2026[1] |
| Merchant conversion | AI-powered personalized shopping feeds for consumers and an AI shopping assistant that lets merchants make strategic product recommendations | February 26, 2026[1] |
| Product data for AI agents | Agentic Product Protocol: a live, structured feed of more than 100 million products and 400 million prices across 13 markets, open to developers, AI platforms and merchants | December 15, 2025[3] |
| Impersonation scams (not described as AI) | Call Status Detection in the Klarna app confirms whether a call claiming to be from Klarna is genuine; live by default for iOS users in Sweden, Norway, Finland and Denmark | September 15, 2026[7] |
How far has Klarna taken AI agents into checkout?
The profile covers the 2023 ChatGPT plugin and the 2026 Shopping Search app in ChatGPT; these rows add the protocol and checkout record.
| Item | What happened | Date |
|---|---|---|
| Agent Payments Protocol (AP2) | Klarna announced support for Google's AP2, building on integrations with Google Pay, Chrome autofill, Google Store, Google Play and Google Cloud | October 13, 2025[2] |
| Agentic Product Protocol | An open-sourced protocol designed to complement Stripe and OpenAI's Agentic Commerce Protocol and to work with Google's AP2; a merchant need not be a Klarna partner, but using the hosted API requires a relationship with Klarna, per American Banker | December 19, 2025[8] |
| Stripe Shared Payment Tokens | Klarna's flexible payment options will soon be available for purchases initiated by AI agents at US merchants that offer Klarna through Stripe, with no additional integration, per PYMNTS' report of the release | March 3, 2026[4] |
| Agentic commerce in the Q1 letter | CEO letter: integration with Stripe, Stripe Link in particular, and more recently Google Gemini "sets Klarna firmly inside agentic commerce" | May 14, 2026[9] |
| Google Search, AI Mode and Gemini | A Klarna button in Google Pay checkout in the US, offering pay in four and longer-term financing, each underwritten with an affordability check; built on the Universal Commerce Protocol | May 12, 2026[5] |
| Product database behind ChatGPT search | The PriceRunner-powered database covers 100 million+ products and 500 million+ merchant listings and is the engine behind Klarna's Shopping Search app in ChatGPT | July 1, 2026[10] |
Who does Klarna work with on AI and agentic payments?
| Partner | What | Date |
|---|---|---|
| OpenAI | Partnership announced in 2023; AI assistant powered by OpenAI launched February 2024; 96% of employees used generative AI daily as of August 31, 2024, per data from OpenAI and internal tools | 2023–2026[1] |
| AP2 supporter (October 2025); flexible payments in Google Search, AI Mode and the Gemini app via Google Pay (May 2026) | 2025–2026[2][5] | |
| Stripe | Shared Payment Tokens for agent checkouts (announced March 2026); Klarna's payment methods offered across Stripe's merchants | 2026[4][1] |
| Amazon Web Services | Klarna's primary third-party cloud infrastructure provider, named with Visa as a sole or limited source of services | February 26, 2026[1] |
How does AI fit Klarna's business, and what does it not disclose?
Klarna presents AI as a cost lever as much as a product. Its Q4 2025 CEO letter said revenue per employee reached $1.24 million, up 3.6x since 2022, with headcount down 49%, and the Q2 2026 release credited AI-enabled productivity gains as operating expenses grew 16% against 42% growth in transaction margin dollars.[11][12]
The 20-F lists the risks: AI models may be incorrectly designed or trained on biased, incomplete or poor-quality data, and Klarna says its ML-based risk scoring model may oblige it to comply with the EU AI Act, while EU and UK GDPR regulate automated decisions with legal or similarly significant effects.[1]
What is not disclosed: fraud-model detection or loss figures, how many agent checkouts run through Stripe's tokens, Google's surfaces or ChatGPT, and any revenue attributed to AI products. Klarna's satisfaction and accuracy claims for the assistant come from its own chat logs and surveys.[1][4][5]
What does the Klarna profile record on this topic?
The rows below are the entries of the Klarna AI strategy profile that bear on this page, as of Oct 19, 2026; the profile holds the full record of 11 dated moves, 7 use cases and 15 sources.
| Use case | What the record shows | Status | Source |
|---|---|---|---|
| Klarna Shopping Search in ChatGPT | AI-powered shopping search app inside ChatGPT built on Klarna's Product Search MCP server, surfacing priced product results from Klarna's merchant network. | In production | [6] |
| Real-time fraud detection | Established ML techniques used for real-time fraud detection and prevention across the payments network, per the IPO prospectus. | In production | [13] |
| AML and sanctions screening | ML used for anti-money-laundering and sanctions screening; Finansinspektionen fined Klarna Bank AB SEK 500 million in December 2024 for AML rule violations found in a 2021-22 examination, including gaps in risk assessment and customer-due-diligence procedures. | In production | [13][14] |
| Date | Move | Detail | Source |
|---|---|---|---|
| Aug 18, 2026 | Q2 2026 results point to AI shopping surfaces | GMV reached $36.6 billion (up 18% year over year), total revenue $1,042 million (up 27%), transaction margin dollars $446 million (up 42%), with net income of $9 million; the earnings release cites the AI-powered Shopping Search app live in ChatGPT and flexible payments coming to Google Search and the Gemini app. | [12] |
| May 20, 2026 | Klarna Shopping Search launches inside ChatGPT | A dedicated app in ChatGPT, built on Klarna's Product Search MCP server, lets users get curated, priced product results from more than 100 million products and 400 million merchant listings across 13 markets, directly inside a ChatGPT conversation. By July 1, 2026 Klarna said the PriceRunner-powered database behind the app covered 100 million+ products and 500 million+ merchant listings. | [6][10] |
| Feb 27, 2024 | Klarna AI Assistant goes global | The OpenAI-built assistant reports 2.3 million conversations and two-thirds of service chats handled in its first month, equivalent to 700 full-time agents, satisfaction on par with humans, resolution time cut from about 11 to under 2 minutes, and an estimated $40 million 2024 profit improvement; live in 23 markets, 24/7, in more than 35 languages. | [15] |
| Mar 23, 2023 | Klarna builds a ChatGPT plugin with OpenAI | One of the first brands to use OpenAI's plugin protocol, giving ChatGPT users curated shopping recommendations through Klarna; Siemiatkowski said the plugin passed his 'mom test' for being easy to use. | [16] |
Does Klarna use AI to detect fraud?
Yes. Klarna's FY2025 20-F says it uses established machine-learning techniques for real-time fraud detection and prevention and for AML and sanctions screening, and that fraud checks sit at the start of its automated underwriting process. Klarna has not published detection rates or fraud losses for these models.
How many customer-service chats does Klarna's AI assistant handle?
Klarna says its OpenAI-powered assistant handled 80% of customer-service chats in 2025, doing work equivalent to over 850 full-time agents and delivering approximately $59 million in cost savings, per its FY2025 20-F. It says customers who prefer a human can still reach one.
What is Klarna's Agentic Product Protocol?
An open standard Klarna launched on December 15, 2025 that gives AI agents a live, structured feed of more than 100 million products and 400 million prices across 13 markets. American Banker reported it is designed to complement Stripe and OpenAI's Agentic Commerce Protocol and to work with Google's AP2.
Can AI shopping agents pay with Klarna?
Klarna is building toward it. It backed Google's Agent Payments Protocol in October 2025, said in March 2026 that Stripe's Shared Payment Tokens would soon carry its payment options into agent checkouts, and in May 2026 said its flexible payments were coming to Google Search, AI Mode and the Gemini app via Google Pay.
Which AI companies does Klarna work with?
On the record: OpenAI, which powers Klarna's AI assistant (launched February 2024) and hosts its Shopping Search app in ChatGPT; Google, on AP2 and Gemini checkout; Stripe, on Shared Payment Tokens; and Amazon Web Services, Klarna's primary cloud infrastructure provider.
- Klarna Group plc Annual Report (Form 20-F) for the fiscal year ended December 31, 2025
- Klarna strengthens collaboration with Google to support Agent Payments Protocol (AP2)
- Klarna launches Agentic Product Protocol: The open standard that makes 100M+ products instantly discoverable by AI agents
- Klarna and Stripe Prepare Flexible Payments for AI Agents
- Klarna's flexible payments are coming to Google Search and the Gemini app within Google Pay
- Klarna launches ChatGPT shopping app with live prices
- Klarna rolls out live call verification to fight fraud
- Inside Klarna's agentic AI protocol
- Klarna First Quarter 2026 Results (Exhibit 99.2 to Form 6-K)
- Klarna has received a favorable ruling in PriceRunner litigation (Exhibit 99.1 to Form 6-K)
- Klarna Fourth Quarter 2025 Results (Exhibit 99.1 to Form 6-K)
- Klarna Q2'26 Earnings Release (Exhibit 99.2 to Form 6-K)
- Klarna Group plc Prospectus (Form 424B4)
- Klarna får en anmärkning och sanktionsavgift
- Klarna AI assistant handles two-thirds of customer service chats in its first month
- Klarna brings smoooth shopping to ChatGPT
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