AI BriefingKlarna Introduces Voice AI Agent Based on ElevenLabs
Key point
Klarna has launched a voice AI agent in the US using ElevenLabs' technology that reduces customer service handling time by up to 10x.
Details
Klarna has introduced a voice AI agent using ElevenLabs' ElevenAgents for its 35 million customers in the US. This agent serves as the first point of contact for phone support, handling simple information inquiries.
The AI agent resolves repetitive inquiries—such as product guidance and payment status checks—through low-latency, natural conversation. When complex or sensitive issues are detected, it immediately transfers the customer to a human agent, preventing any disruption to the customer experience.
As a result of the rollout, the resolution speed for inquiries handled by the agent has become up to 10x faster than before, reducing wait times and improving agent efficiency.
Klarna chose ElevenLabs for the following reasons:
- GDPR compliance and data residency options
- Ultra-low latency performance suited for real-time conversation
- Integrated orchestration and analytics capabilities
- Flexibility to adopt new language models
Going forward, Klarna plans to expand the service to its 114 million customers worldwide.
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