Klarna says its OpenAI-based assistant handles two-thirds of customer service chats
See how this story connectsKlarna said on 27 February 2024 that its AI assistant, built with OpenAI, had held 2.3 million conversations in its first month, about two-thirds of its customer service chats. The payments company said the assistant did work equal to 700 full-time agents, cut average resolution time from 11 minutes to under 2, and would add an estimated $40m to 2024 profit.
Why it matters
A large payments firm put a generative AI assistant in front of customers in 23 markets and published the workload and profit figures it attributed to the tool.
- When
- 27 Feb 2024
- ID
WTA-N-2024-0077- Where
- Sweden
- Who
- Klarna, OpenAI; Sebastian Siemiatkowski
- Topics
- AI agents, Jobs and the workforce
Summary by wheresthe.ai, from Tech.eu and the reporting credited above. We could not open the primary document, so it is marked Reported. Checked against the source on 9 Oct 2026.
Source copy: download the page as saved on 18 Oct 2026 (PDF). Also held by the Internet Archive.
Cite this story
WTA-N-2024-0077: “Klarna says its OpenAI-based assistant handles two-thirds of customer service chats.” wheresthe.ai, 27 Feb 2024. https://wheresthe.ai/d/se-klarna-ai-assistant-customer-service-2024-02/ (source: Tech.eu).
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