Industry
Financial Services
5 pieces on The Craft of AI tagged with Financial Services — across The Brief, the Failure Museum, and the Playbooks.
The Brief — 2 issues
Every Kinsale Employee Has an AI License. The Moat Was Built 15 Years Before.
Kinsale writes $1.6B a year in policies the rest of the insurance market refused. AI didn't build that moat — sixteen years of underwriting discipline did. The bots just enforce it.
Michael P. Kehoe, Kinsale Capital Group · $1.9B (FY2025)
Klarna Replaced 700 Customer Service Agents With AI. Then It Hired Them Back. Both Decisions Were Right.
Sebastian Siemiatkowski made the loudest AI-replaces-humans bet in fintech history — and then publicly reversed it. Operators should study both moves, because neither was a mistake.
Sebastian Siemiatkowski, Klarna · ~$2.5B (2024)
Failure Museum — 2 exhibits
Klarna AI Customer Service
The CEO who fired 700 agents, then quietly hired humans back
Klarna · Quality degradation; CEO publicly reversed course May 2025 lost
Apple Card Gender Bias
When the black box gives your wife a lower credit limit — and nobody can explain why
Apple / Goldman Sachs · $150M+ lost
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