Klarna, a Swedish financial technology company, has made waves in the industry by implementing generative artificial intelligence tools within its workforce. With nearly 9 out of 10 employees utilizing AI on a daily basis, Klarna stands out as a leader in the adoption of this innovative technology. This article delves into the ways in which Klarna employees are leveraging generative AI, the benefits it brings to the company, and the impact it has had on Klarna’s bottom line.
Klarna reported that over 87% of its workforce is using generative AI tools such as OpenAI’s ChatGPT and its internal AI assistant. Surprisingly, the highest adoption rates come from non-technical departments like communications, marketing, and legal. This signifies a significant shift in the use of AI within corporate settings, surpassing the average adoption rates seen in other companies.
One of Klarna’s standout features is its internal AI assistant, Kiki. With an impressive 85% of employees using Kiki, the chatbot responds to an average of 2,000 queries per day. This AI tool has streamlined processes and increased efficiency within the company, showcasing the practical benefits of generative AI in day-to-day operations.
Klarna has found various uses for generative AI tools across different departments. For instance, the communications team uses OpenAI’s ChatGPT to evaluate the sentiment of press articles about the company. Additionally, Klarna’s legal team utilizes ChatGPT Enterprise to draft common types of contracts, significantly reducing the time and effort required for this task.
In recent years, Klarna has faced challenges in the competitive financial technology market. Despite laying off 10% of its workforce and experiencing a decrease in valuation, Klarna has attributed part of its success to the adoption of AI. The company reported its first quarterly profit in four years, citing reduced credit losses and AI investments as key factors in this achievement.
Klarna’s strategic integration of generative AI tools has transformed the way its employees work and has contributed to the company’s financial success. By leveraging AI technology in various departments, Klarna has set an example for other companies looking to enhance productivity and efficiency in a rapidly evolving business landscape. As the use of AI continues to grow, Klarna stands as a prime example of the benefits it can bring to organizations willing to embrace innovation.
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