Klarna, a global payment and shopping service, is transforming its operations with artificial intelligence (AI). The company’s AI assistant is taking over big tasks, especially in customer service. In just one month, it handled 2.3 million customer chats. That’s about two-thirds of all chats worldwide. It’s doing the work of 700 full-time agents. This means issues get solved much faster. What used to take 11 minutes now takes under 2 minutes. Plus, repeat questions dropped by 25%. That’s a huge boost in getting things done right the first time.
This AI isn’t just fast; it’s available all the time. It works 24/7 in 23 markets around the world. It can chat in over 35 languages. This helps people from different backgrounds, like immigrants and expats, get better service. The AI is built into Klarna’s app, making shopping and payments easier for its 150 million users. It’s clear this tool is opening doors for more people to use Klarna’s services. Additionally, Klarna’s internal AI adoption is remarkable, with 87% of employees using generative AI daily (AI adoption rate). With over 500,000 global retailers integrating Klarna’s technology, the AI assistant further enhances the shopping experience for a vast network of users (global retailer integration).
Money-wise, Klarna’s seeing big gains from AI. They expect a $40 million profit boost in 2024 because of it. Marketing costs are down by 11%, with AI saving $10 million yearly on ads. Tools like Midjourney and DALL-E cut image costs by $6 million. AI is making the whole company run leaner and smarter. It’s not just customer service; over 90% of Klarna’s workers use AI tools every day. This helps teams in marketing, legal, and more work faster. Moreover, AI’s ability to analyze large data sets provides Klarna with better decision-making insights for strategic planning and operational improvements.
But there’s another side. Klarna’s workforce shrank from 5,000 to 3,800 in a year, mostly without layoffs. The AI’s efficiency cut the need for 700 roles. CEO Sebastian Siemiatkowski thinks the team might drop to 2,000 as AI grows. They’re focusing human workers on bigger tasks while AI handles the routine stuff. It’s a shift to a more tech-driven setup.
Customers seem happy with the change. The AI matches human agents in satisfaction scores. Issues get fixed quicker with fewer follow-ups. Klarna’s AI is proving it can keep users satisfied while saving time and money for the company.
