Customer Service Automation · Marketing Personalization
Klarna needed to improve online shopping discovery, automate high-volume customer service, and increase employee productivity while preserving quality across global fintech operations.
Reported impact
Klarna reduced customer-service handling time, cut repeat inquiries, improved profit potential, and extended AI usage from shopping and service into broad enterprise productivity across the organization.
Klarna uses OpenAI across both customer-facing experiences and internal work. On the shopping side, the company launched an early ChatGPT plugin so users can describe what they want conversationally and receive recommendations linked into Klarna’s search-and-compare experience. For service operations, Klarna deployed an AI assistant powered by OpenAI to handle multilingual support, refunds, returns, and personal-finance guidance across its global customer base. The assistant now resolves a large share of customer-service interactions with human-level satisfaction and much faster handling times. Klarna also rolled out ChatGPT Enterprise to employees worldwide so teams in communications, marketing, legal, software, and customer service can work with protected company data inside a familiar interface. This combination lets Klarna use AI for discovery, support, and internal execution while continuously encouraging experimentation from leadership down.
Shopper prompts flow from ChatGPT into Klarna’s product-discovery and price-comparison surfaces, while service requests are handled by the AI assistant across multilingual customer-support channels. Internally, employee tasks and sensitive company work are routed through ChatGPT Enterprise with protected data handling.
"90% of Klarna’s employees are using generative AI tools powered by OpenAI daily"
"Customers now resolve their errands in less than 2 mins compared to 11 mins previously"
"It is doing the equivalent work of 700 full-time agents"
"The AI assistant has had 2.3 million conversations, two-thirds of Klarna’s customer service chats"
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Scoring methodology
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Traceability
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