COLUMBUS, Ohio—Klarna is reporting that its AI assistant chat bot, powered by OpenAI, has handled 2.3 million conversations after one month of deployment, adding the performance of the tool has been high.
That 2.3-million total represents two-thirds of Klarna’s customer service chats, the company said, pointing out the tool is doing the equivalent work of 700 full-time agents.
The company also noted:
- The assistant is on par with human agents in regard to customer satisfaction score
- It is more accurate in errand resolution, leading to a 25% drop in repeat inquiries
- Customers now resolve their errands in less than two minutes compared to 11 minutes previously
- It’s available in 23 markets, 24/7 and communicates in more than 35 languages
- It’s estimated to drive a $40 million in profit improvement to Klarna in 2024
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