Klarna’s customer support AI does the job of 700 full-time agents.
Klarna, a payment processing company, frequently handles customer issues like refunds, returns, and cancellations.
Klarna today announced its AI assistant powered by OpenAI. Now live globally for 1 month, the numbers speak for themselves:
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 2 mins compared to 11 mins previously
It’s available in 23 markets, 24/7 and communicates in more than 35 languages
The results? The AI assistant is predicted to boost Klarna’s profits by an extra $40M in 2024.
