Big Technology Podcast Did Klarna Really Automate 700 Jobs With AI? — With Sebastian Siemiatkowski
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Jul 17, 2024 Sebastian Siemiatkowski, CEO and co-founder of Klarna, dives into the company's ambitious AI journey, claiming it has automated the roles of 700 customer service staff. He discusses the use of generative AI in marketing and ChatGPT enterprise within the team, revealing that 90% of employees use AI daily. The conversation also highlights the ethical considerations of AI in the financial sector, balancing innovation with human oversight. Siemiatkowski offers insights on navigating workforce changes amidst AI advancements and the evolving landscape of the buy now, pay later industry.
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Co-pilot Success
- Klarna's customer service AI co-pilot rapidly eliminated a 30-day backlog of disputes.
- An engineer humorously messaged, "We're out of errands. Send us more errands."
AI vs. Human Agent Satisfaction
- Klarna's AI customer service agents achieve customer satisfaction equal to human agents.
- This allowed scaling the AI solution and offering it to more customers as a self-service option.
700 Agent Equivalents
- Implementing the AI agent reduced the workload equivalent to 700 human agents.
- This resulted in $40 million annual savings for Klarna.