Klarna, a prominent Buy Now Pay Later company in Europe, has revealed that they are incorporating OpenAI’s AI system to handle customer inquiries. Currently, two out of three customer chats are managed by AI, amounting to 2.3 million conversations, equivalent to the workload of 700 full-time employees, saving the company $40 million.
Klarna’s chat system is directly integrated into the app, serving customers in 23 countries and supporting 35 languages, operating 24/7. The quality of responses is on par with human agents, measured by customer satisfaction scores. The use of AI has also reduced the average chat duration from 11 minutes to just 2 minutes.
The debate on whether AI will result in human job loss continues, with Klarna not specifying if any existing employees have been let go. However, it is clear that they do not need to hire additional staff.
TLDR: Klarna, a leading Buy Now Pay Later company, utilizes AI to handle customer inquiries, improving efficiency and cost savings without significant job displacement.
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