Klarna's AI assistant does the work of 700 full-time agents

OpenAI Blog · 2 years ago

Klarna's AI assistant handles customer service work equivalent to 700 full-time employees, performing tasks like answering questions and processing returns. The system resolves 2.3 million conversations monthly with a 98 percent resolution rate on first contact. Klarna expects to reduce its human customer service headcount while expanding other business functions with the cost savings.