Klarna's AI does the work of 700 people

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What’s in store:

• Why Klarna’s AI assistant has everyone talking.

• Around the web: DirecTV cancelled its Dish acquisition after bondholders opposed the deal.

• The ultimate guide to custom GPTS!

Read Time: 4 minutes

AI TECH

Klarna’s AI assistant is working harder than most of us

Klarna, the buy-now-pay-later company, is changing how we think about AI in customer service.

Following its partnership with OpenAI last year, Klarna’s AI assistant has delivered impressive results just one month after launch.

The assistant managed 2.3 million customer conversations in its first month—equivalent to the work of 700 full-time agents.

It didn’t just handle the volume, it also improved efficiency.

Repeat inquiries dropped by 25%, resolution were cut by 9 minutes and customer satisfaction scores stayed steady.

Here’s what you should know:

• It handled 2.3 million conversations in one month, equal to 700 agents’ work.

• It cut repeat inquiries by 25% and reduced resolution times by minutes.

• The implementation cost $2-$3 million, with a projected $40 million profit.

Refunds in 35 languages

The assistant works in over 35 languages, helping with everything from refunds to financial advice.

Klarna has made it clear that human agents are still available for more complex queries, while AI focuses on simpler tasks.

Despite its success, the AI assistant has sparked concerns.

Two years ago, Klarna laid off 700 employees — the same number the AI now replaces.

Klarna denies a direct link between the layoffs and its AI investment, saying the roles were reassigned within its global service partners, which employ over 650,000 people.

However, the timing has raised questions.

But then in 2023, the company announced a hiring freeze which was confirmed to be partially due to AI reasoning.

The AI assistant costs $2–$3 million to develop and is expected to bring in $40 million in profits.

But its use also highlights broader concerns about AI’s impact on jobs.

Klarna’s AI shows how businesses can improve customer service and efficiency with technology.

Yet, it also reminds us of the need to carefully balance innovation with its effect on workers.

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