Now that it has been live globally for a month, the statistics speak for themselves:
The AI assistant has engaged in 2.3 million conversations, accounting for two-thirds of Klarna's customer service chats.
- It is performing the same amount of work as 700 full-time agents.
- It is on par with human agents in terms of customer satisfaction score.
- It is more precise in resolving tasks, resulting in a 25% decrease in repeat inquiries.
- Customers now resolve their tasks in under 2 minutes, compared to the previous 11 minutes.
- It is accessible in 23 markets, 24/7, and can communicate in over 35 languages.
- It is projected to contribute to a $40 million USD profit improvement for Klarna in 2024.
Klarna has experienced significant enhancements in communication with local immigrant and expat communities in all our markets due to the language support provided. The Klarna app offers an assistant that aims to improve the shopping and payments experience for the company's 150 million consumers globally. This assistant can handle various tasks such as multilingual customer service, refunds, returns, and promoting healthy financial habits. The introduction of this assistant represents a major step forward in Klarna's goal of creating a fully AI-powered financial assistant that saves consumers time, money, and worry, while also making the global retail banking industry more efficient and consumer-centric. Exciting new features are on the way and will be integrated into the AI assistant soon. Customers still have the option to interact with live agents if they prefer.
Brad Lightcap, COO of OpenAI, stated, "Klarna is a leader in AI adoption and practical application among our partners. Together, we are unlocking AI's vast potential to enhance productivity and improve our daily lives."
Sebastian Siemiatkowski, co-founder and CEO of Klarna, mentioned, "This AI advancement in customer interaction results in superior experiences for our customers at competitive prices, more engaging challenges for our employees, and better returns for our investors. We are thrilled about this launch, but it also highlights the significant impact that AI will have on society. We urge society and policymakers to carefully consider this and believe that thoughtful, informed, and steady guidance will be crucial in navigating this societal transformation."
1. A reliable customer service expert: Klarna's AI Assistant is a trustworthy and accessible resource for all customer service requirements. It efficiently manages a wide range of inquiries, such as refunds, returns, payment-related issues, cancellations, disputes, and invoice inaccuracies, ensuring prompt and effective solutions.
2. Your personal financial assistant: Klarna's AI Assistant provides real-time updates on your outstanding balances and upcoming payment schedules, guaranteeing that you never miss a Klarna payment. It also offers a clear understanding of your purchasing power, explaining your spending limits and the rationale behind them. This empowers you to make well-informed and confident shopping decisions.
3. Support in multiple languages: Whether you speak Arabic or French, Klarna’s AI Assistant is always prepared to communicate in your native language. It is proficient in handling inquiries in over 35 languages, ensuring that customers from all backgrounds and linguistic preferences receive the assistance they need.