Klarna, the AI-powered global payments network and shopping assistant, today announced another milestone in its advanced adoption of AI technologies:
- 9 out of 10 Klarna employees (87%) now harness the power of Generative AI in their daily work.
- This transformative integration spans across all teams, with non-technical groups such as Communications, Marketing, and Legal seeing adoption rates of 92.6%, 87.9%, and 86.4% respectively. These figures not only demonstrate AI's versatility but also its role in enhancing non-technical operations, a strategic move that sets Klarna apart.
- This internal AI revolution is further propelled by Kiki, Klarna’s bespoke internal AI assistant, which has adeptly responded to over 230,000 inquiries (2,000 per day) since launching in June 2023, establishing itself as an indispensable asset within the company. Overall, 85% of all Klarna employees are now using Kiki.
“We push everyone to test, test, test and explore,”
said Sebastian Siemiatkowski, CEO and Co-Founder at Klarna. “As Klarna continues to discover applications for OpenAI’s tech, there’s the potential to take the business to new heights. We’re aimed at achieving a new level of employee empowerment, enhancing both our team’s performance and the customer experience.”
An additional key driver behind this internal AI investment is Kiki, Klarna's custom-built internal AI assistant, using OpenAI's Large Language Models (LLMs). With 2,000 questions answered daily, Kiki significantly aids in the management and distribution of internal knowledge, reinforcing Klarna's commitment to a culture of transparency and open information flow. Kiki generates answers to a wide range of topics within 1 to 5 seconds, and answers are context dependent. So the answer to ‘what is my team working on’ will be personalised to the person asking the question. In addition, Kiki is now also used by Klarna´s customer service agents enhancing information flow and efficiency.
Beyond merely fetching information, Kiki cultivates a self-service and autonomous culture, empowering employees to promptly find answers and solve issues independently. This not only boosts productivity but also reduces the time dedicated to administrative tasks, freeing up Klarna employees to concentrate on strategic and creative tasks.
For more insights into Klarna's pioneering AI initiatives, please refer to our previous press release:
Klarna AI Assistant Handles Two-Thirds of Customer Service Chats in Its First Month.
Here are some further examples of how Klarna employees are using generative AI in their day-to-day work:
Communications:
Klarna’s communications team uses ChatGPT to impartially evaluate whether press articles written about Klarna are positive or negative for the company.
Filippa Bolz, Head of Communications at Klarna, says: “Media monitoring companies have tried for at least fifteen years to automate ‘sentiment’ analysis but often you’d get better results from blindfolded monkeys throwing darts. The tool we’ve built using ChatGPT has blown our minds! It provides a really objective analysis of each article in a couple of seconds, which helps us ensure we communicate clearly, that it is understood and resonates with each one of our target audiences - rather than bundling them together.”
Legal:
Klarna’s lawyers are using ChatGPT Enterprise to create the first draft of common types of contract, massively reducing the time it takes to draw up a contract.
Selma Bogren, Senior Managing Legal Counsel at Klarna, says: “The big law firms have had a really great business just from providing templates for common types of contract. But ChatGPT is even better than a template because you can create something quite bespoke.
Instead of spending an hour starting a contract from scratch or working from a template, I can tweak a ChatGPT draft in about ten minutes. You still need to adapt it to make it work for your particular case but instead of an hour you can draft a contract in ten minutes.”
