A Challenge to SaaS Orthodoxy by @ttunguz
Klarna, the Swedish fintech giant, is making waves by churning from industry-standard software like Salesforce and Workday in favor of building its own internal systems with AI.
After their success with AI customer support automation which manages 2/3 of their customer inquiries, Klarna is now doubling down on this strategy.
Klarna is betting AI-enabled software is the future of internal tools. The corollary : the overall cost of building internal software with AI is lower than buying off-the-shelf solutions.