Posted 2/28/2024, 2:47:00 PM
Klarna's AI Assistant Handles 2.3M Conversations, Estimated to Replace Work of 700 People
- Klarna says its AI assistant is doing the work of 700 people after slowing hiring
- The chatbot has had 2.3 million conversations and met metrics like resolution rate and customer satisfaction
- Klarna estimates the AI assistant will drive $40 million in profit improvements by 2024
- Some engineers have tested the assistant and found it underwhelming, often passing to human support
- Klarna's CEO previously said the company would shrink as it implements more AI, after laying off 700 people in 2022