Posted 2/28/2024, 6:41:01 PM
Klarna Chatbot Handles Majority of Customer Service, But Some Users Find It Less Helpful Than Humans
- Klarna's AI chatbot handles 2.3 million customer service conversations in 35 languages, doing the work of 700 human agents
- The chatbot has taken on 75% of Klarna's customer service volume and achieved similar satisfaction scores to humans
- Klarna estimates the chatbot could improve company profits by $40 million this year
- Some users find the chatbot just recites docs and passes them to human agents for actual assistance
- Klarna states the chatbot's productivity is unrelated to previous layoffs of 700 employees