What Klarna’s AI Assistant AccomplishedAfter being live for a month, Klarna’s AI assistant handled a total of 2.3 million conversations via chat – doing the equivalent of 700 full-time agents.
It’s one thing to do the job, it’s another to do it well. According to their numbers, their assistant accomplished both.
Using the AI Assistant led to a 25% drop in repeat inquiries and 9-minute drop in resolution time. What’s most impressive is that customer satisfaction scores stayed the same.
The assistant is available via Klarna’s app to assist customers in over 35 languages and help them with everything from refund requests to financial advice.
“This launch marks a significant leap forward in Klarna’s vision of a fully AI-powered financial assistant aimed at saving consumers time, worry and money, while making the global retail banking industry more efficient and consumer-focused,” Klarna in a press release.
It’s important to note that Klarna is still making human agents available to consumers. AI is just serving as a self-service option to handle straightforward requests, allowing agents to focus on more complex customer interactions.
Business use cases like these open up a world of possibilities, as long as you have the cash for it.
One Twitter user asked Klarna’s co-founder and CEO Sebastian Siemiatkowski about the estimated cost of deploying their AI agents. He answered, “about $2 to
