Klarna has launched an AI assistant powered by OpenAI, which has had 2.3 million conversations in just one month. The AI assistant is equivalent to 700 full-time agents and is on par with human agents in terms of customer satisfaction. It has led to a 25% decrease in repeat inquiries and customers now resolve their errands in less than 2 minutes compared to 11 minutes previously. The AI assistant is available in 23 markets, speaks in over 35 languages, and is estimated to drive $40 million in profit improvement for Klarna in 2024. Klarna’s vision is to have a fully AI-powered financial assistant to save consumers time and money and make the retail banking industry more efficient. The AI assistant offers features such as 24/7 customer service, real-time updates on outstanding balances, and multilingual chat support. Klarna is a global company with over 150 million users and is revolutionizing the way people shop and pay online. OpenAI’s mission is to create safe and powerful AI that benefits humanity.
| Signal | Change | 10y horizon | Driving force |
|---|---|---|---|
| Klarna launches AI assistant powered by OpenAI | Shift from human to AI-powered customer service | Increased reliance on AI assistants | Efficiency, customer satisfaction |
| AI assistant handles majority of customer service chats | Increase in AI automation of customer service | Reduced need for human agents | Cost savings, efficiency |
| AI assistant resolves errands more accurately | Improved accuracy in customer service | Decreased customer inquiries | Cost savings, efficiency |
| Customers resolve errands more quickly | Faster resolution of customer issues | Reduced waiting times for customers | Improved customer experience |
| AI assistant available in multiple languages | Increased language support for customers | Improved communication with diverse communities | Better customer experience |
| AI assistant estimated to drive $40 million profit improvement | Financial benefit from AI-powered assistant | Increased profitability for Klarna | Cost savings, efficiency |
| Klarna aims to develop a fully AI-powered financial assistant | Shift towards AI-powered financial services | Increased automation in retail banking | Convenience, efficiency |