AI Native Case Study #9: Klarna
👏 Klarna is leveraging AI to enhance personal shopping, streamline customer service, and boost employee productivity, marking a transformation in the digital shopping experience.
🌟 Background
Klarna is a global payments network and shopping assistant, revolutionizing how millions shop and pay. With the launch of its ChatGPT plugin, Klarna became the first European and worldwide fintech innovator in this area.
🏔️ Challenge
The company faced the challenge of improving customer service efficiency amidst increasing demand while ensuring a satisfactory shopping experience for its 150 million consumers.
💡 Solution
Klarna adopted OpenAI’s technology, deploying an AI assistant capable of multilingual support and effective communication, thus reshaping the customer interaction landscape.
🚀 Benefit
🔹 2.3 million conversations, representing 2/3 of customer service chats.
🔹 Equivalent of 700 full-time agents handled by AI.
🔹 Customer satisfaction scores comparable to human agents.
🔹 25% drop in repeat inquiries due to better resolution accuracy.
🔹 Issues resolved in less than 2 mins, down from 11 mins.
🔹 Available in 23 markets, 24/7, supporting over 35 languages.
🔹 Expected $40 million profit improvement in 2024.
📊 Evaluation
Ethical AI: (9/10) Klarna is utilizing AI responsibly to enhance customer experience and employee efficiency.
AI Native: (10/10) The integration of AI tools is deeply embedded in Klarna’s operations and user interfaces.
Application Modernization: (8/10) Klarna effectively modernizes applications by leveraging AI to streamline processes and improve services.
Statement:
1) This case is sourced from OpenAI’s official website, linked to https://openai.com/index/klarna/.
2) Evaluation results are generated by AI, lack of data support, reference learning only.
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