In February 2024, Klarna reported that customers using its AI assistant were resolving service requests in less than two minutes, compared with eleven minutes previously. The announcement described the assistant’s first month of operation.
The measure was time to resolve a request. Klarna’s announcement provides a company-reported case study of its own service during that initial month, giving the figures a specific operational setting and period.
Our reading is that the speed of the completed task is the useful measure. When scoping a support avatar, start with a defined request, such as a return, and agree what counts as resolution. Track whether customers finish the task, whether they need to ask again, and when a person needs to take over.
Source: Klarna Bank AB company announcement, issued through PR Newswire on 27 February 2024.
Image: Klarna.
Read the original Klarna announcement