Klarna’s customer support AI did the job of 700 full-time agents…

Yeah, and it’s quite the tale:

Klarna, a payment processing firm, often deals with customer issues like refunds, returns, and cancellations.

So Klarna used an AI assistant powered by ChatGPT that’s on call 24/7 and fluent in 35+ languages to tackle these problems. The results?

✅ The assistant handled 2.3M conversations, equal to the work of 700 full-time human agents.
✅ Issues were resolved 7x quicker.
✅ Repeat inquiries dropped by 25%.
✅ Customer satisfaction remained stable.

The wildest part: the AI assistant is predicted to boost Klarna’s profits by an extra $40M in 2024.

Why it matters: Holy cow.

We've been hyping up the 'AI in customer support' use case for over a year, and just this week, we said word for word: “automating customer-facing teams using AI is totally going to happen”.

Now it’s here, for real.

Just to be clear, we’re neither cheering nor jeering this—it's simply the astonishing reality of the productivity gains AI is starting to bring to customer support.

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