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Klarna’s AI Assistant Transforms Customer Service Landscape

Klarna's AI assistant has quickly become an integral part of its customer service strategy, driving efficiency, satisfaction, and profitability.

Klarna, the leading global payments and shopping solutions provider, has unveiled impressive statistics surrounding its AI assistant powered by OpenAI. In just one month since its launch, the AI assistant has revolutionized customer service interactions and garnered significant achievements.

Unprecedented Success Metrics

  • Over the past month, the AI assistant has engaged in a staggering 2.3 million conversations, handling two-thirds of Klarna’s customer service chats.
  • Remarkably, the AI assistant’s productivity is equivalent to that of 700 full-time agents.
  • Customer satisfaction scores remain on par with those achieved by human agents, highlighting the efficacy of the AI-driven customer service.
  • Enhanced accuracy in errand resolution has led to a remarkable 25% decrease in repeat inquiries.
  • Customers now experience expedited errand resolution, with tasks completed in less than 2 minutes, compared to the previous 11-minute timeframe.
  • Operating globally in 23 markets and available 24/7, the AI assistant communicates fluently in more than 35 languages.
  • Klarna anticipates a substantial $40 million USD profit improvement in 2024 attributable to the AI assistant’s contributions.

Advancements in Communication and Service Efficiency

The introduction of the AI assistant has not only streamlined customer service but has also significantly improved communication with local immigrant and expat communities across all markets, thanks to its extensive language support.

Future of Klarna’s AI Assistant

Sebastian Siemiatkowski, co-founder and CEO of Klarna, expressed excitement about the launch, emphasizing its profound impact on society. He highlighted Klarna’s commitment to responsible AI adoption and urged stakeholders to consider the implications of AI transformation carefully.

Klarna Leadership and Partners

Brad Lightcap, COO of OpenAI, lauded Klarna’s pioneering efforts in AI adoption, emphasizing the potential for AI to enhance productivity and daily experiences.

Siemiatkowski commented on the AI breakthrough, foreseeing superior customer experiences, enhanced employee engagement, and improved returns for investors. He stressed the importance of responsible stewardship in navigating societal transformation driven by AI.

Key Features of Klarna’s AI Assistant

  • 24/7 customer service expert: Handles a wide range of queries, including refunds, returns, payments, cancellations, disputes, and invoice inaccuracies.
  • Personal financial assistant: Provides real-time updates on outstanding balances and payment schedules, empowering users to make informed shopping decisions.
  • Multilingual chat support: Fluent in over 35 languages, ensuring seamless communication for users worldwide.

About Klarna

Since 2005, Klarna has been dedicated to accelerating commerce by prioritizing consumer needs. With over 150 million global active users and partnerships with over 500,000 retailers, Klarna’s fair, sustainable, and AI-powered solutions are transforming online and in-store shopping experiences.


Klarna’s AI assistant has quickly become an integral part of its customer service strategy, driving efficiency, satisfaction, and profitability. With its impressive performance metrics and commitment to responsible AI implementation, Klarna sets a new standard for customer service excellence in the digital age.

Anshika Mathews
Anshika Mathews
Anshika is an Associate Research Analyst working for the AIM Leaders Council. She holds a keen interest in technology and related policy-making and its impact on society. She can be reached at
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