"Klarna's AI assistant handles 2 out of 3 customer service chats after one month," says a recent press release from the payment platform.
Saves hundreds of millions of kroner
"The assistant, which is built on OpenAI technology and available in Klarna's app, is designed to improve the shopping and payment experience for Klarna's 150 million customers worldwide, and can handle a variety of tasks - from multilingual customer service to handling refunds and returns – as well as promote healthy financial habits,” explains the company, which boasts a huge acceleration of AI use in customer service.
According to Klarna, customers' problems and questions are solved far more quickly: it now takes less than 2 minutes, after the average was 11 minutes. "It has carried out work equivalent to 700 full-time customer service employees," boasts the company, which says it will be able to collect a profit improvement of NOK 423 million during the year as a result of its use.
Talking to a human remains an option
Although Klarna says that the AI function will be improved with new functions, it will also "in the future" be possible to talk to a human.