Klarna AI chatbot outperforms 700 full-time employees

Klarna has revealed its OpenAI assistant is doing the equivalent work of 700 full-time agents following its launch last month.

The buy-now-pay-later (BNPL) company’s tool, which claims to be on par with human agents regarding customer satisfaction scores, has had 2.3 million conversations.

Subscribe to Mobile Marketing Magazine

Click here to get the latest marketing news free in your inbox every Thursday

According to the company, this is two-thirds of its customer service chats.

The AI tool has also dropped repeat inquiries by 25%, with customers now resolving their errands in less than two minutes compared to 11 mins previously.

Klarna Co-Founder and CEO, Sebastian Siemiatkowski, said: “This AI breakthrough in 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 on society that AI will have. We want to reemphasise and encourage society and politicians to consider this carefully and believe a considerate, informed and steady stewardship will be critical to navigate through this transformation of our societies.”

The chatbot is available in 23 markets in more than 35 languages, with the firm predicting it will drive a $40 million uplift in profit.

OpenAI COO, Brad Lightcap, added: “Klarna is at the very forefront among our partners in AI adoption and practical application.

“Together we are unlocking the vast potential for AI to boost productivity and improve our day-to-day lives”.