Klarna · Fintech · 2024
Klarna's AI assistant handled two-thirds of its customer service chats in its first month.
See more examples- What they did
- Launched an AI assistant, built with OpenAI, that resolves customer service chats in more than 35 languages, while customers can still choose to talk to a person.
- Reported results
- 2.3 million conversations in the first month, work equivalent to 700 full-time agents, 25% fewer repeat inquiries, and resolution time cut from 11 minutes to under 2.
- The lesson
- In 2025 Klarna began bringing more people back into support for complex cases. Automate the routine, and keep humans for nuance.
- Source
- Klarna press release