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

Klarna has unveiled its AI assistant developed in collaboration with OpenAI, showcasing impressive results after just one month of global operation. The AI has handled 2.3 million conversations, effectively doing the work of 700 full-time agents, and has matched human agents in customer satisfaction while reducing repeat inquiries by 25%. With the ability to communicate in over 35 languages, the assistant has significantly improved interactions with diverse communities, contributing to an estimated $40 million in profit for Klarna in 2024.

The AI assistant, integrated into the Klarna app, supports a wide range of services, from customer service to financial management, and is available 24/7 in 23 markets. It helps users with tasks such as managing refunds, returns, and payments, and provides real-time updates on balances and payment schedules. Klarna’s commitment to AI reflects a broader vision of enhancing retail banking efficiency and consumer focus. The company emphasizes the societal impacts of AI and advocates for thoughtful stewardship in its adoption.

Klarna, a leader in AI-powered payment and shopping solutions, continues to drive innovation in the e-commerce space, serving over 150 million users and partnering with more than 500,000 retailers globally. OpenAI, the partner in this venture, remains dedicated to developing AI that is both safe and beneficial for humanity.
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