The Challenge
Handling millions of customer service inquiries across many languages and providing shopping advice at scale.
The AI Solution
AI customer service chatbot (built on OpenAI GPT tech) to automatically handle refunds, returns, order questions, and a conversational shopping assistant.
Type of AI Used: Generative AI (Multilingual customer service chatbot)
Results & Impact
By early 2024, Klarna's AI chat handled two-thirds of all customer chats for 150M users. In one month it had 2.3M conversations with satisfaction on par with human agents. Resolution time dropped from 11 minutes to under 2. Saved ~$40M annually.
