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Improving customer service with AI

Because organisations often operate across several departments, each with its own work processes and systems, it can be difficult for customer service departments to help customers.

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We’ve all been through it: you hear 'I'll put you through', and you have to tell the next employee your story again. Extremely frustrating. This is where generative AI can help by creating personalised answers and solutions throughout the customer journey. Data stuck in silos is thus unlocked and made accessible.  

So you can get a customer service department or self-service portal up and running much faster. And that leads to higher customer satisfaction.

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Screenshots of Klarna AI Assistant
Klarna AI assistant

Klarna plays it up

Swedish payment service provider Klarna's AI assistant - developed in collaboration with OpenAI - is a true pioneer in AI-driven management of customer service tasks.

This AI assistant manages to handle around 65% of all customer service interactions, equivalent to the work of 700 full-time employees. 

The system manages a wide range of tasks, including processing refunds, handling payment issues and providing multilingual support across 23 markets in 35 languages.

The introduction of the AI assistant has reduced the average resolution time from 11 minutes to less than 2 minutes, leading to a significant 25% reduction in repeat queries.  

"These operational efficiencies would mean a $40 million extra profit for Klarna."
Jelle Plass
Jelle Plass, Experience Strategist
classic chatbot
An example of a classic chatbot based on a 'dumb' decision tree.

Smart chatbots at last

Quite a few so-called chatbots of the past were de facto nothing more than glorified navigation structures that did not offer users an open text field, but only responded to keywords and then let the user click on the possible options. In that case, however, a nicely structured customer service web page is much better.

But thanks to AI, a chatbot can finally interpret queries even if the keywords do not match the predefined paths. 

Custom GPT 1
An example of how a Custom GPT can be trained as a chatbot.
Custom GPT 2
An example of how a Custom GPT can be trained as a chatbot.
Custom GPT 3
An example of how a Custom GPT can be trained as a chatbot.

Read more - Accelerating order intake with AI