[ad_1]
Klarna, the $7 billion “buy now, pay later” startup used by companies like Versace, Nike and Wayfair, said Tuesday that its AI chatbot “does the work of 700 full-time people. ” he said. [customer service] Agent. ”
The statement comes shortly after Klarna CEO Sebastian Siemiatkowski announced in December that the company would not hire non-engineering talent and that AI would take over the roles of laid-off employees. .
Sebastian Siemiatkowski, Chief Executive Officer of Klarna Holding AB, attends the IFGS 2022 Summit at the Guildhall in London, UK, on Monday, April 4, 2022. Photographer: Chris Ratcliffe/Bloomberg via Getty Images
Klarna’s OpenAI-powered AI chatbot has been up and running for about a month, and Siemiatkowski said the company is “incredibly excited” about it. The AI assistant responds to questions about refunds, returns, payments, cancellations, etc. in 35 languages, usually within 2 minutes. His last customer service interaction without a chatbot took 11 minutes.
The company says its AI bots have taken on 75% of Klarna’s customer service chats, or about 2.3 million conversations to date, and achieved customer satisfaction scores on par with human agents.
Related: AI is coming to your job — anyone who says otherwise is in denial. Learn how to leverage AI to ensure you’re not left behind.
Klarna also reports that chatbots could increase the company’s profits by $40 million this year. The launch marks a step towards Klarna’s goal of being a “fully AI-powered financial assistant.”
Users, on the other hand, have mixed experiences with chatbots. Question Klarna claims it is possible to replace 700 human support agents with AI in a month. Gergely Orosz, author and writer of The Pragmatic Engineer, tried out the chatbot and said the AI ”reads out accurate documents and immediately hands over to human support.”
“This basically acts as a filter for accessing customer support,” Orosz says. I have written on X (formerly Twitter). “As soon as you ask a question or give an instruction outside of the documentation, *boom* you start talking to a human agent.”
Related: 5 AI hacks you need to know in 2024
Back in May 2022, Siemiatkowski published a list of 700 employees Klarna had laid off that month, along with their personal contact information. Khurana told Fast Company on Tuesday that the productivity of AI bots “has nothing to do with workforce reduction.”
Klarna is reportedly in talks to potentially launch an initial public offering in the U.S. this year at a valuation of about $20 billion, according to Bloomberg.
[ad_2]
Source link
