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Case Study: Klarna Automates Customer Service with AI



Klarna, a Swedish FinTech company, has recently introduced a groundbreaking innovation in customer service that practically demonstrates the use of Artificial Intelligence. This example not only illustrates the innovative use of AI in customer care but also provides valuable insights for small and medium-sized enterprises interested in integrating similar technologies.


AI-Driven Breakthrough


Klarna has announced the implementation of an OpenAI-powered chatbot that became operational globally within a month and has taken over the work of approximately 700 full-time customer service employees. This AI assistant has conducted 2.3 million conversations, accounting for two-thirds of all Klarna customer service chats. This AI assistant achieves customer satisfaction scores comparable to those of human agents and has led to a 25% reduction in repeat inquiries. The introduction of the chatbot has significantly sped up the customer service process by reducing the time to resolve problems from 11 minutes to less than 2 minutes. The AI assistant is available in 23 markets, operates around the clock, and can communicate in over 35 languages. This measure is estimated to improve Klarna's profits by 40 million dollars in 2024.


Strategic Vision


The CEO of Klarna emphasized the importance of understanding the immediate impact of AI on society and pointed to the far-reaching implications beyond the company's operations. As part of the efficiency increase through the chatbot, Klarna has reduced its customer service workforce from about 3,000 to approximately 2,300 employees. This adjustment is part of Klarna's broader strategy to leverage AI, following a hiring freeze announced in December, except for engineering positions.


Klarna's AI Integration as a Blueprint for SMEs


These developments at Klarna serve as a vivid example of how modern AI technology can be successfully implemented in practice. The systems work by collecting all relevant customer support documents and making them "chat-capable." Then, an AI-powered chat assistant is created that can access these documents to answer customer questions, similar to what a human customer service employee would do. Our company specializes in developing such systems for our clients, which are also affordable for SMEs.


Inspiration and Opportunities Through AI


Klarna's success demonstrates the effectiveness of modern AI in real-world applications and offers inspiring insights for businesses of all sizes looking to drive digital transformation. If you are interested in similar solutions and want to learn how AI technology can revolutionize customer service in your company, do not hesitate to contact us.

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