Klarna AI assistant handles two-thirds of customer service chats in its first month

New York, NY - February 27, 2024 - Klarna announced its AI assistant powered by OpenAI. After one month live globally, Klarna reported:

• The AI assistant had 2.3 million conversations, representing two-thirds of Klarna's customer service chats.
• It was doing the equivalent work of 700 full-time agents.
• It was on par with human agents in customer satisfaction score.
• It was more accurate in errand resolution, leading to a 25% drop in repeat inquiries.
• Customers resolved errands in less than 2 minutes, compared with 11 minutes previously.
• It was available in 23 markets, 24/7, and communicated in more than 35 languages.
• Klarna estimated it would drive USD40 million in profit improvement in 2024.

Klarna described the assistant as available in the Klarna app and designed to manage tasks from multilingual customer service to refunds, returns, and financial-assistant style account guidance. The company stated that customers could still choose to interact with live agents.

Brad Lightcap, COO of OpenAI, described Klarna as being at the forefront of OpenAI partners in AI adoption and practical application. Klarna CEO Sebastian Siemiatkowski framed the launch as a customer-experience and efficiency breakthrough.

Key features described by Klarna

• 24/7 customer service expert for refunds, returns, payment issues, cancellations, disputes, and invoice inaccuracies.
• Personal financial assistant for outstanding balances, upcoming payments, purchase power, and spending-limit explanations.
• Multilingual chat support in more than 35 languages.