Klarna opens a direct line to its CEO's AI avatar

The Swedish BNPL giant Klarna has just renewed its customer relationship management services. He now promises to allow them to contact the CEO directly if they have any questions to ask him. It is in reality its avatar, operating with artificial intelligence technology, that will be in charge of answering their questions.

FACTS

• Klarna recently announced the opening of a new hotline to contact its CEO, Sebastian Siemiatkowski. This hotline is accessible via dedicated telephone numbers in the United States (+14246675385) and Sweden (+46852512594), respectively in English and Swedish.

• This promise takes the form of an Avatar designed to simulate interaction with the CEO, thanks to IA software solutions dedicated to dialogue. The latter are able to identify key conversational information and recommended actions in real time.

• The interactive IA avatar by CEO Sebastian Siemiatkowski was also developed based on the knowledge and experience of Klarna's CEO. He trained by studying the language habits and voice of Sebastian Siemiatkowski to adopt his tone and promise an experience closer to reality.

• Each conversation generates an instant transcript and a concise summary, analyzed automatically by an extended language model (LLM). The aim is to bring this information back to Klarna's product and engineering teams to evolve services according to customer expectations and comments.

• After US and Swedish customers, Klarna plans to extend this experience to 100 million customers worldwide who are currently using its services.

ISSUES

• Promoting openness : Klarna today opts for an avatar from its CEO to carry the promise of opening up the company to its customers and taking their needs into account at all levels.

• Demonstrate its technological vanguardism This campaign represents a somewhat marketing approach to the customer relationship but it also aims to demonstrate the company's ability to integrate artificial intelligence at every stage of its services, up to the management of the customer relationship.

• Promoting co-creation : The open line to the avatar of Klarna's CEO aims to receive the opinions of customers on the various services offered by the company but also to take advantage of their suggestions for improvement to make these services change in the right direction.

PERSPECTIVE

• Klarna takes advantage of this announcement to highlight the fact that her AI-based chatbot manages approximately 1.3 million customer interactions per month, equivalent to the workload of 800 full-time human agents (compared to 700 at its launch a year earlier). It reduces repeated requests by 25% and average resolution times from 12 minutes to less than 2 minutes.

• For more complex applications, Klarna continued But capitalizing on human agents.

• In any case, AI plays a major role in the services of the BNPL giant, including in customer demand management, but also in the Loyalty.

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