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Big Technology Podcast
Did Klarna Really Automate 700 Jobs With AI? — With Sebastian Siemiatkowski
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.
58:09
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Quick takeaways
- Klarna improved customer service response times by automating dispute resolution with AI co-pilots.
- AI chat agents reduced human agent workload significantly, equivalent to 700 employees.
Deep dives
AI Implementation in Customer Service: Streamlining Processes and Improving Efficiency
Artificial Intelligence (AI) has revolutionized customer service at Klarna by creating a co-pilot for customer service agents to resolve disputes efficiently. This AI co-pilot assists in gathering information from merchants and consumers, streamlines decision-making processes, and significantly reduces dispute resolution backlogs. By utilizing AI in this capacity, Klarna improved customer service response times from a 30-day backlog to real-time resolutions within weeks.
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