Klarna's AI Assistant Handles 2.3M Customer Chats, Cutting Work of 700 Employees
• Klarna’s AI assistant handled 2.3 million customer service chats in 35 languages in one month, doing the work of 700 employees
• The assistant saw a 25% drop in repeat customer inquiries compared to human agents
• Klarna previously announced a hiring freeze to focus on AI, expecting to reduce customer service staff from 3,000 to 2,300
• CEO Siemiatkowski said this demonstrates AI's impact is happening now, not just in the future
• Klarna partnered with OpenAI to develop the assistant to boost productivity through AI