Klarna's AI Assistant: A Paradigm Shift in Customer Service and Business Efficiency


In a groundbreaking announcement from New York on February 27, 2024, Klarna unveiled its A.I. assistant, developed in collaboration with OpenAI, marking a significant milestone in the use of Artificial Intelligence within the customer service sector. This A.I. assistant, now operational globally, showcases remarkable achievements just one month post-launch, offering compelling insights into why businesses across industries should consider deploying A.I. assistants. See Release here: https://www.klarna.com/international/press/klarna-ai-assistant-handles-two-thirds-of-customer-service-chats-in-its-first-month/

Key Highlights from Klarna's A.I. Implementation:

  • Extensive Interaction Volume: The A.I. assistant has engaged in 2.3 million conversations, accounting for two-thirds of all customer service chats at Klarna.
  • Workforce Efficiency: It performs the work equivalent to 700 full-time agents, demonstrating the AI's scalability and efficiency.
  • Customer Satisfaction: The A.I. matches human agents in customer satisfaction scores, proving AI's capability to maintain high service quality.
  • Improved Resolution Accuracy: There's been a 25% reduction in repeat inquiries, thanks to the AI's accurate errand resolution.
  • Time Efficiency: Customers now resolve their issues in less than 2 minutes, a significant improvement from the previous 11 minutes.
  • Global Reach: Available in 23 markets and over 35 languages, the A.I. ensures 24/7 support, particularly benefiting local immigrant and expat communities.
  • Financial Impact: Klarna estimates a $40 million USD profit improvement in 2024 due to the A.I. assistant.

These achievements underscore the A.I. assistant's transformative impact on Klarna's operations, enhancing the shopping and payments experience for its 150 million consumers worldwide. This AI-powered financial assistant is designed not only to manage customer service tasks but also to assist in refunds, returns, and promoting healthy financial habits.

Why Every Business Should Consider A.I. Assistants

  1. Enhanced Customer Experience: A.I. assistants like Klarna's offer immediate, accurate, and personalized customer service, significantly enhancing the overall customer experience.
  2. Operational Efficiency: By handling a vast number of inquiries simultaneously, A.I. assistants can drastically reduce operational costs and improve efficiency.
  3. 24/7 Availability: A.I. assistants provide round-the-clock support, catering to customers across different time zones without additional staffing costs.
  4. Language and Accessibility: With multilingual support, businesses can cater to a diverse customer base, improving accessibility and inclusivity.
  5. Data-Driven Insights: A.I. assistants can collect and analyze customer interaction data, offering valuable insights for improving products, services, and customer satisfaction.


Klarna's A.I. assistant, powered by OpenAI, represents a leap forward in utilizing Artificial Intelligence to enhance customer service and business operations. Its success story is a compelling argument for the adoption of A.I. assistants across sectors. Businesses looking to improve efficiency, reduce costs, and provide exceptional customer service should consider investing in A.I. technology. Klarna's achievements with its A.I. assistant illustrate the potential for A.I. to revolutionize not just customer service but also the broader landscape of global commerce and financial services.