Klarna has reported that its OpenAI-powered chatbot is effectively performing the equivalent of 700 full-time customer service agents following its global launch last month.
The AI assistant, which matches human agents in customer satisfaction ratings, has participated in approximately 2.3 million interactions, accounting for two-thirds of the company’s customer service communications. According to Klarna, the implementation of this chatbot has resulted in a 25% decrease in repeat inquiries, with customers now resolving their issues in under two minutes, a significant improvement from the previous average of eleven minutes.
Operating in 23 markets and supporting over 35 languages, Klarna forecasts that the chatbot will contribute an additional $40 million in profits.
Sebastian Siemiatkowski, co-founder and CEO of Klarna, emphasized the transformative nature of this innovation, stating, “This advancement in AI-driven customer interaction not only enhances the experiences we provide to our customers at competitive prices but also presents more engaging challenges for our employees and improved returns for our investors. We are thrilled about this launch, but it also highlights the significant societal implications of AI. We urge society and policymakers to thoughtfully consider these changes, as informed and careful management will be essential to navigate this pivotal transformation.”