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Klarna's AI chatbot does the equivalent work of 700 full-time humans

Klarna's AI chatbot does the equivalent work of 700 full-time humans

Klarna says its OpenAI-powered chatbot is doing the equivalent work of 700 full-time agents after its global launch last month.

The AI assistant, which Klarna says is on a par with human agents in regard to customer satisfaction scores, has had 2.3 million conversations, two-thirds of the firm's customer service chats.

The firm says the chatbot has led to a to a 25% drop in repeat inquiries and that customers resolve their issues in less than two minutes, compared to eleven minutes previously.

Available in 23 markets in more than 35 languages, Klarna anticipates that the bot will drive a $40 million uplift in profit.

“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.” says Sebastian Siemiatkowski, co-founder and CEO of Klarna. “We are incredibly excited about this launch, but it also underscores the profound impact on society that AI will have. We want to reemphasize 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."

Comments: (2)

A Finextra member
A Finextra member 29 February, 2024, 22:081 like 1 like

Its amazing to see AI chatbot delivering against business KPIs. Congrdaulations to team Klarna, OpenAI and AI Eco system.Deliverying work worth of 700 human with improved customer experience with issue resolution down to 2 minutes is incredible. These deployment are already easing up global operations with multiple languages and timezones requirements and keeping organisations specially startups nimble and helps to balance the financial ledger. I am curious to learn more on 3 points ,

1- What is the improvemenet in the overall customer satisfaction?

2- How much training and tuning effort was actually spent here?

3- The post title indeed adds fuel to fire of job losses and lay offs in support teams. Can there be a holistic plan for skill rotation for those 700 humans? 

Ketharaman Swaminathan
Ketharaman Swaminathan - GTM360 Marketing Solutions - Pune 01 March, 2024, 13:19Be the first to give this comment the thumbs up 0 likes

Seven years after I asked Can Chatbots Replace Humans? here, I have a definitive answer: Yes, chatbots have replaced 700 human FTEs at Klarna.

Of course, the chatbot then was following a series of intelligent-human-written IF-THEN rules in an arguably dumb manner whereas the chatbot now is hopefully smart enough to write those rules by itself and / or make use of AI in some other ways.