Klarna Chatbot Handling Two-Thirds of Customer Service, Doing Work of 700 Humans
• Klarna's AI chatbot handles 2/3 of customer service inquiries, doing the work of 700 human agents
• The chatbot has resulted in 25% fewer repeat customer inquiries and high satisfaction
• Klarna CEO shared the data to make policymakers aware AI is replacing jobs now, not just in the future
• The chatbot's introduction has allowed Klarna to reduce hiring; AI adoption is letting them "do more with less"
• The CEO worries about AI's societal impact and thinks we need to support people whose jobs are replaced