This is a breakthrough in practical application of AI! Klarnas AI assistant, powered by @OpenAI, has in its first 4 weeks handled 2.3 m customer service chats and the data and insights are staggering: - Handles 2/3 rd of our customer service enquires - On par with humans on customer satisfaction - Higher accuracy leading to a 25% reduction in repeat inquiries - Customer resolves their errands in 2 min vs 11 min - Live 24/7 in over 23 markets, communicating in over 35 languages It performs the equivalent job of 700 full time agents... read more about this below. So while we are happy about the results for our customers, our employees who have developed it and our shareholders, it raises the topic of the implications it will have for society. In our case, customer service has been handled by on average 3000 full time agents employed by our customer service / outsourcing partners. Those partners employ 200 000 people, so in the short term this will only mean that those agents will work for other customers of those partners. But in the longer term, as more companies adopt these technologies, we believe society needs to consider the impact. While it may be a positive impact for society as a whole, we need to consider the implications for the individuals affected. We decided to share these statistics to raise the awareness and encourage a proactive approach to the topic of AI. For decision makers worldwide to recognise this is not just "in the future", this is happening right now. More in our press release klarna.com/international/…
@OpenAI Just for clarity this is not a co-pilot, this is AI performing and concluding the conversations and errands by itself.
@klarnaseb @OpenAI Is there a "safe word" to use for when the AI makes wrong decisions and the customer wants human oversight?
@klarnaseb @OpenAI Damn that’s crazy What’s the solution look like? Is it only text based ? Did you train your own model?
@klarnaseb @OpenAI What are your thoughts doing something like this for sales (which can be more complex than service)?
@klarnaseb @OpenAI Do you use internal FAQ’s for source of answers? We tested with @LangChainAI to setup agents super smoothly with our own data and used the @OpenAI LLM for intuition.
@klarnaseb @OpenAI I would love to read about your experience in deploying AI at scale. I am interested in the types of requests the AI handles and their different success rates.