Klarna cut outsourced customer service spend by $40 million using AI
Sebastian Siemiatkowski · Did Klarna Really Automate 700 Jobs With AI? — With Sebastian Siemiatkowski · Jul 17, 2024 · at 7:55
Sebastian Siemiatkowski breaks down Klarna's cost savings and third-party vendor headcount reductions resulting from its AI customer service rollout.
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“We on average would have like a about 3000, it depends on because you have to remember also like our, just like Amazon, We have much more transactions around Christmas because we're very online, you know, so there will always be variations in these numbers, but like on the average, you would look at like two to 3000 agents. And that was removed by about 700 when this AI chat agent went live, which meant that it's actually a reduction in cost for us as well for paying these customer service companies that we, you know, we basically are suppliers. We reduce the spending with about forty million dollars on an annual basis.”
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