Klarna CEO Sebastian Siemiatkowski on Getting AI to Do the Work of 700 Customer Service Reps
In February, Sebastian Siemiatkowski boldly announced that Klarna’s new OpenAI-powered assistant handled two thirds of the Swedish fintech’s customer service chats in its first month. Not only were customer satisfaction metrics better, but by replacing 700 full-time contractors the bottom line impact is projected to be $40M. Since then, every company we talk to wants to know, “How do we get the Klarna customer support thing?”
Co-founder and CEO Sebastian Siemiatkowski tells us how the Klarna team shipped this new product in record time—and how embracing AI internally with an experimental…
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