Klarna

AI Customer Service: Handling 2/3 of All Chats Without Humans

67% of chats handled by AI

$40M annual savings

Resolution time: 11 min → <2 min

82% customer satisfaction score

Available 24/7 in 35 languages

The Problem

Klarna's customer service handled 10M+ contacts annually across 35 languages. Response times averaged 11 minutes, and scaling human agents was costly and slow.

The Solution

Deployed an AI assistant powered by OpenAI to handle the full customer service interaction lifecycle — from query understanding to resolution, refund processing, and follow-up. Integrated with Klarna's backend systems.

The Outcome

The AI handles 2/3 of all customer chats. $40M annual savings. Average resolution time dropped from 11 minutes to under 2 minutes. Customer satisfaction maintained at 82%.

Key Metrics

67% of chats handled by AI
$40M annual savings
Resolution time: 11 min → <2 min
82% customer satisfaction score
Available 24/7 in 35 languages

FinTechCustomer ServiceAutomationNLPOpenAI