AI Chatbots for Business Websites:
Market Size, Opportunities, and Success Stories

Klarna, a buy now, pay later provider, recently implemented an OpenAI-powered customer service assistant that has shown promising early results:

- The AI assistant managed to handle the work of 700 full-time agents during its first month of operation[11].- It has handled 2.3 million conversations, or two-thirds of customer service chats, since its launch[11].- Klarna reported a 25% drop in repeat inquiries[11].- Average resolution times decreased from 11 minutes to less than 2 minutes[11].

Klarna's Approach and Benefits

While the AI assistant has been successful, Klarna is maintaining a balanced approach:

- Customers can still choose to speak with human agents if they prefer[11].- Human agents are still needed for inquiries that require nuance beyond what AI can provide[11].- The company is focusing on retaining more experienced and senior staff for complex or sensitive cases[11].

A Klarna spokesperson stated: "With the AI assistant, our customer service can operate with fewer people and require significantly less resources. However, there still is a need for more experienced and senior staff, for example with specialised training in complex or sensitive cases."[11]

Klarna's Growth and Impact

Klarna has seen significant growth and impact in the payments industry:

- Founded 19 years ago in Stockholm, Klarna now has 150 million consumers globally using its service[10].- The company processes two million payments a day[10].- Klarna has leveraged its strengths as a startup to compete against incumbents and other startups in the rapidly growing buy-now-pay-later space[10].

While specific testimonials from Klarna customers weren't available in the search results, the company's rapid growth and successful implementation of AI in customer service demonstrate its positive impact on both the business and its customers.