Klarna Says the Quiet Part Out Loud - Generative AI Can Replace a Lot of Contact Center Staff

Klarna has announced substantial benefits from deploying generative AI for customer support. The AI Assistant is powered by OpenAI large language models (LLM). Klarna said it had handled two-thirds of its customer service chats since and is “capable of managing a range of tasks from multilingual customer service to managing refunds and returns and fostering healthy financial habits.” This totaled over 2.3 million messages, though the company did not indicate over what period of time.

ai assistant assistant benefits center contact center customer customer service customer support generative klarna language language models large language large language models llm openai part service staff support