Sebastian Siemiatkowski, co-founder and CEO of Klarna announced its AI assistant is estimated to drive $40 million in profit improvement to Klarna in 2024. In one month since launch:
- 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
Klarna has also seen massive improvement in communication with local immigrant and expat communities across all our markets thanks to the language support.
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. "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.
