Klarna AI assistant replaces human customer service

Many companies are experimenting with deploying AI and more and more examples of applications are coming out.

A month ago, for example, Klarna Bank launched its AI assistant, powered by OpenAI, worldwide. With already impressive results:

The AI assistant has made 2.3 million calls (this is two-thirds of all chats handled by Klarna's customer service).
The assistant does the work of 700 full time employees.
In terms of customer satisfaction score, it is equivalent to human employees.
It is more accurate in solving problems, leading to 25% fewer repeated queries.
Customers now solve their problems in less than 2 minutes, compared with 11 minutes previously.
The assistant is available 24/7 in 23 countries and communicates in more than 35 languages.
It is estimated that this will generate a $40 million profit improvement for Klarna by 2024!

Klarna has integrated this AI assistant into their app to improve the user experience for their 150 million consumers worldwide. The assistant offers a wide range of services, including multilingual support, handling refunds and returns, and encouraging responsible financial behavior.

This introduction is seen by Klarna as a major step forward in their vision of a fully AI-powered financial assistant designed to save consumers time, worry and money, while making the global banking industry more efficient and consumer-focused.

Sebastian Siemiatkowski, co-founder and CEO of Klarna, said:

"This breakthrough in AI for customer interaction means superior experiences for our customers at better prices, more interesting challenges for our employees and better returns for our investors. We are incredibly excited about this launch, but it also underscores the profound impact AI will have on society.

We want to emphasize and encourage society and politicians to consider this carefully. Thoughtful, informed and stable management will be crucial to navigate through this transformation of our societies."

In an interview early last year, Sam Altman, CEO of OpenAI, already expressed the expectation that customer service is one of the areas in which there will be far fewer jobs in the near future. An example such as Klarna's AI assistant underscores this expectation, and numerous other examples will follow this year.

See what aspects of marketing you can use AI for here.

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