Gil: Klarna's AI assistant performed the equivalent work of 700 human agents
Elad Gil · No Priors Ep. 54 | With Sarah Guo & Elad Gil · Mar 7, 2024 · at 21:48
Investor Elad Gil cites public metrics shared by fintech company Klarna regarding the operational impact of deploying an OpenAI-based customer service assistant.
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“One of the folks from Klarna posted today that they built an AI assistant that's powered by OpenAI that in its first four weeks handled 2.3 million customer service chats for them. And so it ended up handling two thirds of all their customer service inquiries. It was on par with humans in terms of customer satisfaction. It was higher accuracy, so it led to a 25% reduction in repeat queries. Customers resolved their errands in two minutes versus 11 minutes. It's live twenty-four-seven in over 23 markets, communicating in over 35 languages, and it performed the equivalent job of 700 full-time agents.”
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