Klarna's AI assistant does the work of 700 full-time agents

Anyone who’s shopped online knows that it can be frustrating and exhausting. If you’re shopping for sneakers, for example, you have to search through thousands of similar products to find one with the characteristics you want. Then you need to compare prices across a vast array of online stores. Instead, imagine being able to ask an AI tool to give you sneaker recommendations for under $150—and being able to refine your search through a conversational interface. This is the vision behind Klarna’s shopping plugin for ChatGPT. When a ChatGPT user has the GPT installed, a customer can have a conversation about an item they’re looking for and get suggestions from ChatGPT, with product links pointing to Klarna’s search & compare tool for price comparison. “The capabilities of AI technology are not only addressing existing challenges, but also rapidly advancing how we can enhance the consumer experience for the near future,” said Martin Elwin, Senior Director of Engineering at Klarna.

Klarna’s adoption of AI hasn’t been limited to its products—it extends deep into the organization as well. Klarna has made ChatGPT Enterprise available to all its employees around the globe, enabling access to the power of OpenAI in the familiar and easy-to-use ChatGPT interface, with protected company data.

• 90% of Klarna’s employees are using generative AI tools powered by OpenAI daily

• Their success spans across the org, with Communications, Marketing, and Legal teams seeing adoption rates of 93%, 88%, and 86% respectively

• Klarna is seeing a wide variety of additional use cases, from building software to streamlining customer service