AI BriefingKlarna's AI Assistant Handles the Work of 700 Full-Time Agents
Key point
Klarna adopted an OpenAI-based AI assistant that handles the work of 700 agents, revolutionizing customer service efficiency.
Details
Klarna is leveraging OpenAI's technology to revolutionize personal shopping, customer service, and employee productivity. Klarna has led AI adoption as the first fintech company in the world to launch a ChatGPT plugin.
Within one month of launch, the OpenAI-based AI assistant achieved the following results:
- Handled 2.3 million conversations, equivalent to two-thirds of all customer service chats
- Performed the equivalent workload of 700 full-time agents
- Achieved customer satisfaction on par with human agents
- Reduced resolution time (11 minutes → under 2 minutes) and cut repeat inquiries by 25%
- Expected to contribute approximately $40 million in profit improvement in 2024
Internally, Klarna has also rolled out ChatGPT Enterprise company-wide to boost employee productivity. Currently, 90% of Klarna employees use generative AI tools daily, with teams across the organization—including Marketing (88%) and Legal (86%)—applying AI to various use cases such as software development and streamlining customer service.
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