Klarna's AI assistant handles two-thirds of support chats, doing the work of 700 agents
Klarna · Global (operates in Canada) · Fintech · Roles: Customer Support
Customer SupportMoney & BillsBilingual
What was done
Klarna launched an OpenAI-powered assistant for customer service, covering refunds, returns, payments, disputes and more, in 35+ languages including French.
Outcome
In its first month, Klarna reported 2.3M conversations (two-thirds of chats), resolution in under 2 minutes versus 11 before, 25% fewer repeat inquiries and an estimated US$40M profit improvement. See the follow-up entry on why it later re-added humans.
Evidence: Company press release. Figures are as reported by the source and have not been independently audited by AgentsNorth.
Agents & tools used
Prompt Reconstructed by AgentsNorth
The source didn't publish its prompt. This is our reconstruction of a starting prompt for a similar workflow, not the company's actual prompt.
You are a payments support agent. Handle refunds, returns, payment dates and disputes using the account tools provided. Reply in the customer's language (English or French). Always offer a human agent if the customer asks or if the issue involves fraud or hardship.
Source
Klarna press release · published 2024-02-27 · link checked 2026-10-15