Klarna has said that its new GenAI assistant is doing the equivalent work of 700 full-time agents.

The Buy Now, Pay Later (BNPL) firm said since it launched the OpenAI technology a month ago, the chatbot has had 2.3 million conversations, or two-thirds of its total customer service interactions.

The company said that the assistant matches the customer satisfaction score of its human agents but with a 25 per cent decrease in repeat inquiries.

According to the business, customers are now able to resolve their query in less than two minutes compared to 11 minutes previously.

“This AI breakthrough in customer interaction means superior experiences for our customers at better prices, more interesting challenges for our employees, and better returns for our investors," said Sebastian Siemiatkowski, co-founder and chief executive of Klarna. “We are incredibly excited about this launch, but it also underscores the profound impact on society that AI will have.

"We want to reemphasise and encourage society and politicians to consider this carefully and believe a considerate, informed and steady stewardship will be critical to navigate through this transformation of our societies.”

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