Klarna

“I think it's a brilliant idea for Klarna to open source this tool, because it's not their business, right? This is just something they did as a productivity improvement. They get the benefit back to them of the community working to advance that technology. So …”

“Here's Teleperformance, which is a French company that runs call centers. They lost 1.7 billion dollars of market cap when that tweak went up. About 20% of their market cap.”

“AI assistants are now doing the work of 700 full-time agents at Klarna. They moved issue resolving times from 11 minutes with humans to two minutes with AI, and customer satisfaction is on par with human agents.”

“Klarna estimates its AI agent will drive, wait for it, a forty million dollar increase in profits this year.”

“Cloner's AI customer support agent doing the job of 700 full-time employees and driving a forty million dollar increase in profits this year.”

“And lo and behold, they flipped the decision back after a year. They said that from a brand perspective, a company perspective, It's just so critical that you are clear to your customer that there will always be a human if you want it.”

“We work with a lot of financial services companies Revolut, Klarna, PacBank”