What was done
Klarna launched an OpenAI-powered assistant for customer service, covering refunds, returns, payments, disputes and more, in 35+ languages including French.
Outcome
In its first month, Klarna reported 2.3M conversations (two-thirds of chats), resolution in under 2 minutes versus 11 before, 25% fewer repeat inquiries and an estimated US$40M profit improvement. See the follow-up entry on why it later re-added humans.
Evidence: Company press release. Figures are as reported by the source and have not been independently audited by AgentsNorth.
Prompt Reconstructed by AgentsNorth
The source didn't publish its prompt. This is our reconstruction of a starting prompt for a similar workflow, not the company's actual prompt.
You are a payments support agent. Handle refunds, returns, payment dates and disputes using the account tools provided. Reply in the customer's language (English or French). Always offer a human agent if the customer asks or if the issue involves fraud or hardship.