Klarna has emerged as a leader in adopting generative AI, with up to 90% of its staff utilizing this technology daily. Non-technical teams in Communications, Marketing, and Legal show impressive adoption rates of 92.6%, 87.9%, and 86.4%, respectively.
Following the launch of the ChatGPT generative AI bot last year, Klarna quickly developed a plugin to offer personalized product recommendations to shoppers. Internally, the company’s AI initiative is driven by Kiki, a custom-built assistant using OpenAI’s Large Language Models to address employee inquiries. Kiki answers approximately 2,000 questions each day within 1 to 5 seconds, providing context-dependent responses tailored to the individual asking the question.
This technology not only boosts productivity but also minimizes the time spent on administrative tasks, allowing employees to focus on strategic and creative endeavors. CEO and co-founder Sebastian Siemiatkowski emphasizes the importance of experimentation, stating, "We push everyone to test, test, test and explore. As Klarna continues to discover applications for OpenAI’s technology, there’s the potential to take the business to new heights. We aim to empower our employees, enhancing both their performance and the overall customer experience."
Klarna is leveraging AI across various departments, including Communications, where the team utilizes ChatGPT to objectively evaluate press articles for their sentiment towards the company. Filippa Bolz, head of communications, notes, "Media monitoring companies have tried for at least fifteen years to automate ‘sentiment’ analysis, but the results often fall short. The tool we’ve built using ChatGPT has exceeded our expectations! It provides an objective analysis of each article in seconds, ensuring we communicate effectively and resonate with our target audiences."
In the legal department, Klarna’s attorneys are employing ChatGPT Enterprise to draft initial versions of common contracts, significantly speeding up the contract preparation process. Selma Bogren, senior managing legal counsel at Klarna, explains, "While large law firms have relied on templates for years, ChatGPT allows for more customized drafts. Instead of spending an hour creating a contract from scratch or modifying a template, I can adjust a ChatGPT draft in about ten minutes. It still requires some customization for specific situations, but the efficiency gained is remarkable."
Discover the opportunities and challenges that artificial intelligence presents to the banking sector at Finextra’s first NextGenAI conference on November 26, 2024. Register your interest here.