Klarna's AI assistant transforms customer service landscape

Digital Reinvention
28/02/2024 News

Klarna's recent unveiling of its AI assistant, powered by OpenAI, has already made significant waves in the customer service realm. In just one month since its global launch, the numbers are staggering:

  • With 2.3 million conversations under its belt, the AI assistant has handled two-thirds of Klarna's customer service chats.
  • Its workload is equivalent to that of 700 full-time agents.
  • Customer satisfaction scores rival those of human agents.
  • Enhanced accuracy in errand resolution has led to a 25% decrease in repeat inquiries.
  • Customers are resolving their errands in under 2 minutes, a vast improvement from the previous 11-minute average.
  • Available 24/7 in 23 markets and communicating in over 35 languages, the assistant has bolstered communication with local immigrant and expat communities across all Klarna markets.
  • It's estimated to drive a $40 million USD profit improvement to Klarna in 2024.

Accessible through the Klarna app, the AI assistant aims to enrich the shopping and payments experience for Klarna's 150 million global consumers. Capable of managing various tasks, from multilingual customer service to handling refunds and fostering financial habits, this launch represents a significant stride in Klarna's vision of a fully AI-powered financial assistant.

Sebastian Siemiatkowski, co-founder and CEO of Klarna, emphasizes the transformative impact of AI on customer interactions, heralding superior experiences, better prices, and improved returns. He also stresses the societal implications of AI adoption, advocating for thoughtful and informed stewardship to navigate this transformative era.

Key features of Klarna's AI Assistant include 24/7 customer service support, real-time financial updates, and multilingual chat capabilities, ensuring personalized and efficient assistance for consumers worldwide.

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