Klarna AI assistant handles two-thirds of customer service chats in its first month 

Klarna AI assistant handles two-thirds of customer service chats in its first month 

Available in the Klarna app, the assistant is designed to enhance the shopping and payments experience for Klarna’s 150 million consumers worldwide, capable of managing a range of tasks from multilingual customer service to managing refunds and returns and fostering healthy financial habits.

This launch marks a significant leap forward in Klarna’s vision of a fully AI-powered financial assistant aimed at saving consumers time, worry and money, while making the global retail banking industry more efficient and consumer-focused. Exciting new features are already in the pipeline and will be added to the AI assistant soon. Additionally, customers can still choose to interact with live agents if they’d prefer. 

Klarna has announced its AI assistant is powered by OpenAI. Now live globally for 1 month, Klarna has published the results of its successful change: 

  • The AI assistant has had 2.3 million conversations, two-thirds of Klarna’s customer service chats 
  • It is doing the equivalent work of 700 full-time agents 
  • It is on par with human agents in regard to customer satisfaction score 
  • It is more accurate in errand resolution, leading to a 25% drop in repeat inquiries 
  • Customers now resolve their errands in less than two minutes compared to 11 minutes previously 
  • It’s available in 23 markets, 24/7 and communicates in more than 35 languages 
  • It’s estimated to drive a US$40 million in profit improvement to Klarna in 2024 

Klarna has also seen massive improvement in communication with local immigrant and expat communities across all our markets thanks to the language support.  

“Klarna is at the very forefront among our partners in AI adoption and practical application.” said Brad Lightcap, COO of OpenAI. “Together we are unlocking the vast potential for AI to boost productivity and improve our day-to-day lives.” 

“This AI breakthrough in customer interaction means superior experiences for our customers at better prices, more interesting challenges for our employees and better returns for our investors.” said Sebastian Siemiatkowski, Co-founder and CEO of Klarna. “We are incredibly excited about this launch, but it also underscores the profound impact on society that AI will have. We want to reemphasise and encourage society and politicians to consider this carefully and believe a considerate, informed and steady stewardship will be critical to navigate through this transformation of our societies.” 

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