Customer Service
Klarna AI Assistant Replaces 700 Customer Service Agents
Klarna's AI assistant handles 2/3 of all customer chats — equivalent to 853 full-time agents — saving $60M and resolving issues in under 2 minutes.
Author: Klarna
What was done
Klarna deployed an AI customer service assistant that handled 2.3 million conversations in its first month, performing the equivalent work of 700 full-time agents. By Q3 2025, it scaled to 853 agent-equivalents across 23 markets in 35+ languages, saving $60M. Resolution time dropped from 11 minutes to under 2 minutes with a 25% reduction in repeat inquiries. The company later adopted a human-AI hybrid model for quality, cutting cost per transaction by 40% over two years.
Stack
OpenAI
Klarna AI