How Klarna’s AI Assistant Handled Two-Thirds of Customer Service Chats in a Month

The challenge

Klarna serves customers in 23 markets and in dozens of languages, around the clock. Routine questions about refunds, returns, payments, cancellations, disputes and invoice errors made up a large share of chat volume, and customers were waiting an average of 11 minutes to get an errand resolved.

The solution

Klarna launched an AI assistant, built on OpenAI, inside the Klarna app. It handles refunds, returns, payment issues, cancellations, disputes and invoice inaccuracies, gives customers live updates on balances and upcoming payments, and works in more than 35 languages. Customers can still choose to speak to a live agent.

The outcome

• 2.3 million conversations in the first month, two-thirds of Klarna’s customer service chats
• Errands resolved in under 2 minutes, down from 11 minutes
• 25% drop in repeat inquiries, which Klarna attributes to more accurate resolution
• Customer satisfaction on par with human agents
• Workload equivalent to 700 full-time agents, with an estimated $40 million profit improvement for 2024

KtizoTech's take

You do not need Klarna’s volume for this to pay off. The pattern is the same for a ten-person business: let an assistant answer the questions your team answers every day from your own approved content, and hand the conversation to a person whenever the customer asks or the assistant is unsure.

This is an independent summary of a published case study. Klarna is not a KtizoTech client, and all figures are as reported by Klarna. Read the original: Klarna AI assistant handles two-thirds of customer service chats in its first month (Klarna).