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Klarna says its AI assistant is doing the work of 700 people after putting the brakes on hiring

Business Insider

· 4m
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Fintech company Klarna claims its AI assistant, powered by OpenAI, has handled 2.3 million conversations in just one month, an equivalent workload to 700 full-time agents. The chatbot is said to be achieving high accuracy in resolving tasks and comparable customer satisfaction to human agents. Klarna estimates that this technology could drive a $40 million profit improvement by 2024. However, one user expressed skepticism after trying the AI assistant and finding it underwhelming. Klarna CEO Sebastian Siemiatkowski has previously stated that the company will rely more on AI, with a focus on engineering rather than hiring new staff. Klarna previously faced backlash for laying off 700 employees in 2022.

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