Klarna, the ‘shop now pay later’ app is one of the first big companies to embrace AI. So much so it’s customer service agent is now doing the work of 700 people.
AI-powered customer service is nothing new, but Klarna has taken automation to the next level. As their CEO Sebastian Siemiatkowsksays, it’s a game-changer, so are we witnessing a dangerous over-reliance on AI at the cost of human jobs?
According to Klarna, their AI-powered bots now manage two-thirds of their customer service queries, representing 2.3 million conversations. It’s available in 23 markets, 24/7 and communicates in more than 35 languages dealing mainly with refunds, order issues, and general inquiries.
And they do it with lightning speed, cutting response times from minutes to seconds.
So, the real question is: Will Klarna’s AI-first model become the norm, or will companies realise the value of keeping humans in the loop?
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