In today’s rapidly evolving world, the integration of artificial intelligence (AI) tools in daily operations has become increasingly common across various industries. One company leading the charge in this field is the Swedish financial technology firm, Klarna. With nearly 9 out of 10 employees utilizing generative AI tools in their daily work, Klarna is setting a new standard for AI adoption within the corporate world.
What sets Klarna apart is the high level of AI tool implementation even among non-technical departments such as communications, marketing, and legal. The company’s own internal AI assistant, Kiki, responds to an average of 2,000 queries a day, showcasing the widespread use of AI within Klarna.
One key application of generative AI at Klarna is the use of OpenAI’s ChatGPT by the communications team to evaluate the sentiment of press articles about the company. Furthermore, Klarna’s legal team utilizes ChatGPT Enterprise to expedite the contract drafting process, reducing hours of work to mere minutes.
The integration of AI tools at Klarna has not only streamlined daily operations but also proven to be a major contributor to the company’s bottom line. Klarna’s emphasis on AI technology has led to increased profitability, enabling the firm to weather economic uncertainties and cut costs effectively. By leveraging AI, Klarna reported its first quarterly profit in four years, with the AI chatbot alone saving the company $40 million in customer service costs.
The success of Klarna’s AI initiatives has not gone unnoticed in the market, as evidenced by the concerns raised by investors in companies like Teleperformance, whose call center business could face disruption from AI in the future.
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