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Pay360 2024 brought the UK payments community to ExCeL London. AI was on the agenda — but the conversation was less about transformation and more about where AI is actually earning its keep in the plumbing of financial infrastructure. Which, it turns out, is everywhere.

When Klarna revealed its AI assistant had handled 2.3 million customer conversations in a single month, the industry took notice. The story behind the numbers is worth examining carefully.

Reading the coverage out of New York in January 2024, one thing was clear: generative AI had stopped being a theme at retail's biggest annual gathering and had become the whole conversation.