--- title: "Klarna's AI Assistant: Two-Thirds of Support Handled by AI" description: "Klarna's AI handles 2.3m conversations/month — the work of 700 agents. Resolution dropped from 11 mins to 2. Here's what we can all learn from it." url: https://myaskai.com/blog/klarna-ai-agent-customer-support-2026 --- # Klarna's AI Assistant: Two-Thirds of Support Handled by AI Klarna's AI handled 2.3 million conversations in its first month — the work of 700 full-time agents — cutting resolution time from 11 to 2 minutes. In February 2024, Klarna dropped some jaw-dropping results, a month after launching their new customer service AI agent. The agent already does the work of 700 full-time agents, handles 65%+ of their service requests and is on track to drive an extra $40 million in profit in 2024 alone. Let that sink in. Klarna has 5,000 employees with 150 million active consumers. Even they couldn’t believe the results and just said “the numbers speak for themselves”. ## What did Klarna’s AI agent do? Klarna's AI agent answers account and payment questions inside the Klarna app, 24/7 and in 35 languages, and the launch included: - An [AI-powered customer service](https://myaskai.com/blog/ai-customer-service-openai-agent-builder-2026) agent that can be accessed via the Klarna app, called “your personal financial assistant”, likely [built with OpenAI’s help, whom they have a public partnership with](https://openai.com/index/klarna/). - Can help customers with almost any question about their account, recent payments, or the Klarna product more generally - Has live access to customer profiles and recent transactions - Available 24/7 and can speak 35 languages - Customers still have the option to [speak with a human agent](https://myaskai.com/features/chatbot-to-human-handoff) if they prefer (which is provided by ~4 different third-party customer service providers) - As well as answering questions, the agent can also provide smart actions within the chat. like extending the due date for a repayment - The agent can also provide rich answers, like a breakdown of fees from a recent transaction Klarna’s new in-app AI agent for customer support Klarna’s new in-app AI agent for customer support ## What was the impact? And these are the results after 1 month live: - 2.3 million conversations, which is ~66% of Klarna’s total customer service chats - This work would normally require 700 full-time support agents - The AI agent’s customer satisfaction scores (CSAT) are on par with human support agents - 81% drop in resolution time, from 11 minutes to 2 minutes - Lead to a 25% drop in repeat inquiries In 2022, Klarna made a lot of noise when it laid off 10% (~700 people) of its workforce. [But they told FastCompany](https://www.fastcompany.com/91039401/klarna-ai-virtual-assistant-does-the-work-of-700-humans-after-layoffs) the new AI agent is “in no way connected to the workforce reductions” in 2022. ## So, what does this all mean? Klarna's results are really just the start. Klarna will be the first of many big companies announcing huge shake-ups in how they run customer service and how AI is playing a vital role in increasing company efficiency. As hard as it is to believe we’re in the infancy stage of AI models (LLMs). It's only since 2024 that they're being used in production use cases - where they’re being relied on for vital business functions, and have a measurable impact on key metrics. This means the capability will quickly be 5-10x where it is right now in just a few years. If you think [66% of support tickets resolved by AI](https://myaskai.com/blog/ai-resolution-rate-benchmarks) is impressive. Imagine 80% or 90% reductions. The impact of what this Klarna announcement meant was immediately felt on the stock market. Teleperformance, a large $9Bn/year call centre provider, [saw its shares drop almost 15%](https://www.reuters.com/technology/teleperformance-shares-plunge-ai-disruption-concerns-2024-02-28/) over the concerns AI will significantly disrupt their business. Teleperformance’s shares took a nosedive after Klarna’s announcement Teleperformance’s shares took a nosedive after Klarna’s announcement ## What can you do as a business? Start to adopt AI (like ChatGPT) as a tool internally to increase productivity, building up “AI literacy” amongst your workforce. [Play video](https://www.youtube.com/watch?v=C-ODcjPPtaU) But more importantly, start by looking at how you can leverage AI, with platforms like [My AskAI](https://myaskai.com/), to supercharge the efficiency and quality of your customer service, [see My AskAI plans here](https://myaskai.com/pricing). Or find the [best AI customer service agents](https://myaskai.com/blog/best-ai-customer-service-agent-2026) for your business. It’s not just about saving time for the team or being able to take on more customers without having to expand the team. A graphic showing My AskAI’s chat widget being used in a variety of scenarios. It’s about your existing support team being freed up to more quickly resolve the more complex tickets that do require a human touch. Your team is no longer dealing with basic level 1 tickets all day. Now they’re focused on level 2 and 3 tickets, helping to retain your most valuable customers. This levelling up of your customer service will also help to give you an edge over your competitors. ## Learn more: - Klarna press release: [https://www.klarna.com/international/press/klarna-ai-assistant-handles-two-thirds-of-customer-service-chats-in-its-first-month/](https://www.klarna.com/international/press/klarna-ai-assistant-handles-two-thirds-of-customer-service-chats-in-its-first-month/) - FastCompany article: [https://www.fastcompany.com/91039401/klarna-ai-virtual-assistant-does-the-work-of-700-humans-after-layoffs](https://www.fastcompany.com/91039401/klarna-ai-virtual-assistant-does-the-work-of-700-humans-after-layoffs) - Klarna x OpenAI partnership: [https://www.klarna.com/international/press/klarna-brings-smoooth-shopping-to-chatgpt/](https://www.klarna.com/international/press/klarna-brings-smoooth-shopping-to-chatgpt/) - ### [Alex Rainey, co-founder, My AskAI](https://myaskai.com/blog/about-alex-rainey-cofounder-my-askai) Meet Alex Rainey, CTO of My AskAI. Former InsurTech founder, AI engineer, and the guy who swims in a lido every morning before writing code. 1 Jul 2023 1 min read - e-Commerce ### [How to choose the right AI chatbot for your Shopify store (2026)](https://myaskai.com/blog/ai-customer-service-shopify-2026) Only 6% of Shopify stores use AI for support. The ones that do see 50-80% ticket deflection. Here's how to pick the right chatbot for yours. 7 Oct 2025 15 min read - Tool Guides ### [Brainfish AI: Complete Guide to Features, Pricing & Limitations (2026)](https://myaskai.com/blog/brainfish-complete-guide-2026) Brainfish markets a 92% resolution rate for B2B support. Its pricing page sends buyers to sales; the AWS Marketplace list price is inside, line by line. 18 Aug 2026 29 min read - Tool Guides ### [Duckie AI: Complete Guide to Features, Pricing & Limitations (2026)](https://myaskai.com/blog/duckie-complete-guide-2026) Duckie AI's support agents investigate a ticket and close it. Customer pages publish 90%, 92% and 95% under three labels. No price. What to ask on the call. 17 Aug 2026 29 min read - Tool Guides ### [Kapa AI: Complete Guide to Features, Limitations & Fit (2026)](https://myaskai.com/blog/kapa-ai-complete-guide-2026) Kapa AI answers developer-docs questions with cited, grounded replies. It stops at the helpdesk door. What it does, what it can't, and who it actually fits. 16 Aug 2026 25 min read - Alternatives ### [8 Best Featurebase Alternatives (2026)](https://myaskai.com/blog/featurebase-alternatives-2026) Featurebase's Fibi costs $0.49 a resolution and only works inside its own inbox. My AskAI starts at $0.10 a ticket. 8 alternatives scored on 8 criteria. 13 Aug 2026 42 min read ## Start using AI customer service in your business today Set up an AI agent on your helpdesk in minutes. Pay only for the tickets it resolves. [Create AI customer service agent (opens in a new tab)](https://myaskai.com/create-account) [Book a demo (opens in a new tab)](https://myaskai.com/book-a-demo) My AskAI