Using AI to revolutionize customer service
We have been working on our brand new unFIX EFFECTIVE Series for some time now. In this article, we highlight how Klarna, a global payments network and shopping assistant inspired us by leveraging AI, particularly OpenAI's ChatGPT, to revolutionize various aspects of its operations, including personal shopping, customer service, and employee productivity.
1. AI-Assisted Shopping Experience: Klarna's goal is to simplify the online shopping experience by leveraging AI. They've developed a ChatGPT plugin that allows users to interact with an AI tool to receive personalized product recommendations and refine their search criteria through conversation. This approach aims to streamline the process of finding desired products and comparing prices across multiple online stores.
2. Massive Improvement in Customer Communication: Klarna's AI assistant, powered by OpenAI, is designed to enhance customer service for its 150 million consumers worldwide. Within the first month of deployment, the AI assistant has handled 2.3 million conversations, two-thirds of Klarna's customer service chats. It's equivalent to the work of 700 full-time agents, maintains high customer satisfaction scores, and has reduced repeat inquiries by 25%. Customers now resolve their issues in less than 2 minutes, compared to 11 minutes previously. The AI assistant operates 24/7, is available in 23 markets, communicates in more than 35 languages, and is estimated to drive a $40 million USD profit improvement for Klarna in 2024.
3. ChatGPT Enterprise Across The Organization: Klarna has not only implemented AI in its products but also within its organization. ChatGPT Enterprise is available to all Klarna employees globally, enabling them to utilize AI tools for various tasks, from building software to streamlining customer service. Currently, 75% of Klarna's employees are utilizing generative AI tools powered by OpenAI.
Overall, Klarna's adoption of AI aims to empower both its employees and customers, leading to superior experiences, increased efficiency, and better returns for investors. However, Klarna's CEO, Sebastian Siemiatkowski, also emphasizes the need for careful consideration and informed stewardship of AI's impact on society.
To delve deeper into how AI can improve operations in your industry, explore our pragmatic unFIX EFFECTIVE Series here.
