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Klarna, the purchase now, pay later fintech firm, has applied an AI-powered chatbot to handle two-thirds of its customer support inquiries, successfully performing the equal work of 700 full-time customer support brokers.
Collaborating with OpenAI, Klarna developed this AI assistant to deal with customer support chats inside its app. In its first month, the chatbot engaged in 2.3 million conversations, with Klarna estimating a $40 million revenue enchancment this 12 months in consequence.
Sebastian Siemiatkowski, Klarna’s co-founder and CEO, expressed pleasure about this AI breakthrough, emphasizing the superior experiences it gives clients, together with higher returns for buyers and extra partaking challenges for workers. Nevertheless, he additionally urged cautious consideration of AI’s societal influence.
Whereas clients can nonetheless go for stay agent interplay, Klarna assures that the chatbot implementation gained’t result in layoffs. As a substitute, the corporate expanded partnerships with third-party customer support suppliers final 12 months.
The AI chatbot matches human brokers in buyer satisfaction however operates a lot sooner, resolving typical requests in underneath two minutes, in comparison with the earlier 11 minutes. It additionally reduces repeat inquiries by 25% and handles varied queries, together with refunds, returns, funds, cancellations, disputes, and bill inaccuracies, in 35 languages throughout 23 nations.
Brad Lightcap, COO at OpenAI, praised Klarna’s AI adoption and software, highlighting their partnership’s potential to boost productiveness and enhance every day lives by way of AI.
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