Klarna AI assistant does the work of 700 people

  • 1 min read

One month after expanding its OpenAI-driven virtual assistant globally, the Swedish buy-now, pay-later company has unveiled fresh data showcasing its proficiency in managing customer interactions, enhancing shopper satisfaction, and yielding improved financial outcomes. Having announced its collaboration with OpenAI early last year, Klarna positioned itself as one of the pioneers in incorporating the firm's innovative ChatGPT technology into a shopping plug-in. Initially, the natural-language interface facilitated personalized shopping decisions, described by Klarna as "smooth shopping".

The app-based AI chatbot has already managed two-thirds of all customer service chats, totaling 2.3 million conversations to date, achieving customer satisfaction ratings on par with human agents. Klarna, slated for a public offering this year during a somewhat tepid IPO market, anticipates the chatbot could potentially enhance profits by $40 million in 2024.

Continuing to expand its AI capabilities, Klarna now offers its app-based assistants globally, addressing various tasks including refunds, cancellations, and dispute resolution. Klarna proudly proclaimed in its Tuesday announcement that the AI assistant "is doing the equivalent work of 700 full-time agents".

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