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AI Is Going To Kill You | Issue #021

Feb 28, 20241 min read

Klarna’s AI Disruption of Customer Service
















Klarna’s Al assistant, powered by OpenAI, has been live for 1 month and the numbers are staggering.


  • 2.3 million conversations which accounts for two-thirds of Klarna's customer service chats

  • Completing the work of 700 full-time agents

  • Customer satisfaction score is as good as human support

  • More accurate in errand resolution, leading to a 25% drop in repeat inquiries

  • Customers now resolve their errands in less than 2 mins compared to 11 mins previously

  • Available in 23 markets, 24/7 and communicates in more than 35 languages

  • Projected to drive $40 million USD in profit improvement to Klarna in 2024

 
 
 

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