How Klarna Used GenAI to Revolutionise its Customer Service
What did they do?
Klarna, in collaboration with OpenAI, launched an AI assistant designed to revolutionise customer service by handling a significant portion of customer interactions.
Why did they do it?
Klarna introduced the AI assistant to enhance the shopping and payments experience for its consumers, aiming to save time, worry, and money for both the company and its customers.
Did it work?
Klarna's AI assistant successfully managed two-thirds of the company's customer service chats within its first month of global deployment. This assistant effectively performed the workload equivalent to 700 full-time employees, demonstrating proficiency in over 35 languages and operating across 23 markets. It significantly reduced customer errand resolution time and improved accuracy, leading to a 25% drop in repeat inquiries. Other key stats include:
The AI assistant has had 2.3 million conversations, two-thirds of Klarna’s customer service chats.
It is on par with human agents in regard to customer satisfaction score.
Customers now resolve their errands in less than 2 mins compared to 11 mins previously.
It’s available in 23 markets, 24/7 and communicates in more than 35 languages.
It’s estimated to drive a $40 million USD in profit improvement to Klarna in 2024.
How it fits into wider trends:
The deployment of Klarna's AI assistant aligns with the wider trend of digital transformation and AI integration across industries. The effects of GenAI are difficult to understate: Morgan Stanley’s analyst Brian Nowak predicts that the economic impact of AI will be around $4.1 trillion dollars and affect 25% of the labour force over the next three years.
By adopting AI for customer service, Klarna was able to streamline operations, improve customer satisfaction, and drive financial efficiency. This move is indicative of the growing reliance on GenAI to manage and enhance customer interactions, showcasing a significant shift towards automation and intelligent systems across all sectors. Ultimately, this case study signal that GenAI is already transforming traditional business models, making them more adaptive, responsive, and efficient in meeting modern consumer demands.
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