OpenAI: chat/service agents
$40 millionas reported in the source
Launched an OpenAI-powered AI assistant in its app to handle customer service (refunds, returns, payments, disputes) in 35+ languages.
Industry: Fintech / payments
Tools named: OpenAI
Reported results (as quoted): "The AI assistant has had 2.3 million conversations, two-thirds of Klarna's customer service chats"; "It is doing the equivalent work of 700 full-time agents"; "Customers now resolve their errands in less than 2 mins compared to 11 mins previously"; "It's estimated to drive a $40 million USD in profit improvement to Klarna in 2024"
Note: First-month figures from the company. Caveat: in May 2025 the CEO told Bloomberg the cost-first approach led to "lower quality" and Klarna began recruiting human agents again so customers can always reach a person (Fortune, 2025-05-09, https://fortune.com/2025/05/09/klarna-ai-humans-return-on-investment/).
Source
Company: Klarna · Company announcement · https://www.klarna.com/international/press/klarna-ai-assistant-handles-two-thirds-of-customer-service-chats-in-its-first-month/ · Published Feb 27, 2024
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