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Klarna's AI assistant handled two-thirds of support chats in its first month

Klarna reported 2.3 million conversations in the first month, two-thirds of its support chats, with resolution time down from 11 minutes to under 2.

For: Companies with high-volume, repetitive support chat
Tools: OpenAI
Added: 2026-10-16

How it works

An OpenAI-powered assistant inside the Klarna app answers refunds, returns, payment issues, cancellations, disputes and invoice questions in 35+ languages, 24/7. Klarna reported customer satisfaction on par with human agents, 25% fewer repeat inquiries, and the work of about 700 full-time agents. Customers can still ask for a person.

Source

Klarna press release, February 27, 2024

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