Klarna reverses AI-first strategy, returns to human customer service 😳🤖; Revolut tests mortgages in Lithuania, signaling broader European ambitions 🏦🇱🇹

FinTech is Eating the World, 13 May

Hey Everyone,

Good morning & happy Tuesday! Today’s issue is incredibly interesting as we’re going to look into Klarna which is now reversing its AI-first strategy and returning to human customer service (what it’s all about and what it means for the broader FinTech industry + bonus deep dive into Klarna’s IPO and the ultimate beginners guide to AI), and Revolut that’s now testing mortgages in Lithuania and signaling broader European banking ambitions (why it matters & why it could be huge + bonus deep dive into Revolut’s latest financials). So let’s just jump straight into the industry-defining stuff 🌶️

Klarna reverses AI-first strategy, returns to human customer service 😳🤖

The news 🗞️ Klarna, the IPO-ready $14.6 billion Buy Now, Pay Later (BNPL) FinTech giant, is walking back aspects of its aggressive AI-first strategy in a notable shift for a company that once positioned itself at the forefront of workplace automation.

The development highlights the challenges of balancing technological efficiency with customer experience quality.

Let’s take a quick look at this, understand what it tells us, and what’s next.