Klarna has launched an AI-powered hotline where customers can speak directly with an AI version of CEO Sebastian Siemiatkowski. The hotline, initially available in the US and Sweden, allows customers to provide feedback and suggestions on Klarna's products. The AI CEO is trained on Siemiatkowski's voice, insights, and experiences.
Klarna's AI initiatives have already significantly impacted its customer service operations. Their AI chatbot handles 1.3 million customer interactions monthly, equivalent to 800 full-time agents. This has reduced repeat inquiries by 25% and lowered average resolution times to under two minutes. The company has also streamlined its tech infrastructure and seen a 152% increase in revenue per employee since adopting AI.
Klarna aims to blend AI efficiency with human support, ensuring customers can always opt for human interaction. While AI handles basic tasks efficiently, complex issues benefit from skilled human agents. This approach reflects Klarna's commitment to improving customer experience and leveraging AI for real-time feedback and product development.
