How Klarna Revolutionized Customer Service with AI

Discover how Klarna transformed their business operations using OpenAI's technology, achieving remarkable improvements in customer service and employee productivity.

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Klarna AI Implementation

Transforming Business with AI

Klarna, the global payments network and shopping assistant, has successfully implemented AI technology to revolutionize their customer service, personal shopping experience, and employee productivity. As the first European company and fintech firm globally to launch a ChatGPT plugin, Klarna has set new standards in AI integration.

Remarkable Results

  • 2.3 million AI-handled conversations in the first month
  • Equivalent work of 700 full-time agents
  • 25% reduction in repeat customer inquiries
  • Resolution time reduced from 11 minutes to under 2 minutes
  • Service available in 23 markets and 35+ languages
  • Projected $40 million USD profit improvement in 2024

Employee Adoption and Impact

The implementation of ChatGPT Enterprise across Klarna has seen tremendous success, with 90% of employees using AI tools daily. Different departments have shown impressive adoption rates: Communications (93%), Marketing (88%), and Legal (86%).

Leadership Vision

"We push everyone to test, test, test and explore," says Sebastian Siemiatkowski, Klarna's Co-founder and CEO. "As Klarna continues to discover applications for OpenAI's tech, there's the potential to take the business to new heights. We're aimed at achieving a new level of employee empowerment, enhancing both our team's performance and the customer experience."

Source: OpenAI - Klarna Case Study