A success story in customer service
A month ago, Klarna introduced its very own AI assistant, powered by OpenAI, enhancing shopping and payment experiences for its 150 million global users. The assistant handles various tasks such as customer service, refunds, and fostering financial habits. This advancement aligns with Klarna’s vision for an AI-powered financial assistant, aiming to save time, money, and worries for consumers while improving the retail banking industry. New features are in development, and customers can still opt for live agent interaction. OpenAI’s COO praises Klarna’s leadership in AI adoption. Klarna’s CEO emphasizes the positive impact on customer experiences, employee challenges, and investor returns, urging careful consideration of AI’s societal implications. Key features of the AI Assistant include 24/7 customer service, real-time financial updates, and multilingual chat support.1
The results outline benefits to the business:
Increased productivity: The AI assistant is doing the equivalent work of 700 full-time agents and resolved errands faster (in 2 vs. 11 minutes) more accurately, leading to a 25% drop in repeat inquiries.
Better availability: Serving 23 markets, the AI assistant is available to support customers 24/7 and improved communication with immigrant and expat communities thanks to speaking over 35 languages.
Potential profit-driver: It’s estimated to drive a $40 million USD in profit improvement to Klarna in 2024
Emotional intelligence – another human trait where AI is outperforming us?
While most people think that emotional intelligence is a uniquely human trait and cannot be performed by AI, the latest developments with LLMs draw a more nuanced picture. What it boils down to is patience and hearing people out which is a skill that AI can provide better and at a higher capacity than humans. In a recent study (Nov 2023) conducted at the University of Melbourne, participants rated the AI response to social-dilemma questions as more balanced, more complete, more helpful and more empathetic. 2 The Klarna AI assistant proves it can live up to the emotional intelligence of human advisors – it’s time we step up our game in empathetic communication, or else AI will.
