Klarna AI assistant handles two-thirds of customer service chats in its first month
Klarna needed to scale customer service globally to serve a massive consumer base across many markets and languages, with errands taking 11 minutes on average to resolve before the AI assistant launched.
Within one month of launch, the AI assistant handled 2.3 million conversations — two-thirds of all customer service chats — doing the equivalent work of 700 full-time agents, achieving a 25% drop in repeat inquiries, reducing resolution time from 11 minutes to under 2 minutes, and estimated to drive $40 million USD in profit improvement in 2024.
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Frequently asked questions
What did this team achieve with this AI workflow?
Within one month of launch, the AI assistant handled 2.3 million conversations — two-thirds of all customer service chats — doing the equivalent work of 700 full-time agents, achieving a 25% drop in repeat inquiries,…
What tools did this team use?
OpenAI.
What results were reported?
total AI conversations in first month: 2.3 million; share of customer service chats handled by AI: two-thirds; FTE equivalent work handled by AI: 700 full-time agents; Customer satisfaction score vs human agents: on par with human agents (source-reported, not independently verified).
How is this customer support AI workflow structured?
Customer opens Klarna app → AI handles query across markets and languages → AI resolves customer errand → AI delivers financial account updates → Escalation to live agent.