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Handle two-thirds of customer service chats with an AI assistant
Klarna’s OpenAI-powered assistant took on 2.3 million conversations in its first month.
Done with: OpenAI-powered Klarna AI assistant
What they did
Klarna launched an AI assistant in its app covering refunds, returns, payments and disputes, available 24/7 in 23 markets and 35+ languages, with handoff to human agents.
Resolution time: 11 minutes → under 2.
How it went
Per Klarna’s press release: 2.3 million conversations (two-thirds of chats) in month one, work equal to 700 full-time agents, satisfaction on par with humans, 25% fewer repeat inquiries, and resolution in under 2 minutes vs 11. These are figures from the February 2024 launch announcement.
Try it yourself
Build a customer-service chat agent for [business] that answers from [help docs], looks up order status in [system], handles refunds and returns up to [$ limit], and hands off to a human with a summary for anything else. Report weekly on resolution time and repeat contacts.Source: Klarna press release ↗
Date: Feb 27, 2024 · Results are as reported by the source, not independently verified by Zip AI.
Date: Feb 27, 2024 · Results are as reported by the source, not independently verified by Zip AI.
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