Klarna, the AI-powered global payments network and shopping assistant, has announced another milestone in its advanced adoption of AI technologies:
- 9 out of 10 Klarna employees (87%) now harness the power of Generative AI in their daily work.
- This transformative integration spans across all teams, with non-technical groups such as Communications, Marketing, and Legal seeing adoption rates of 93%, 88%, and 86% respectively. These figures not only demonstrate AI’s versatility but also its role in enhancing non-technical operations, a strategic move that sets Klarna apart.
- This internal AI revolution is further propelled by Kiki, Klarna’s bespoke internal AI assistant, which has adeptly responded to over 250,000 inquiries (2,000 per day) since launching in June 2023, establishing itself as an indispensable asset within the company. Overall, 85% of all Klarna employees are now using Kiki.
“We push everyone to test, test, test and explore,” said Sebastian Siemiatkowski, CEO and Co-Founder at Klarna. “As Klarna continues to discover applications for OpenAI’s tech, there’s the potential to take the business to new heights. We’re aimed at achieving a new level of employee empowerment, enhancing both our team’s performance and the customer experience.”
An additional key driver behind this internal AI investment is Kiki, Klarna’s custom-built internal AI assistant, using OpenAI’s Large Language Models (LLMs). With 2,000 questions answered daily, Kiki significantly aids in the management and distribution of internal knowledge, reinforcing Klarna’s commitment to a culture of transparency and open information flow. Kiki generates answers to a wide range of topics within one to five seconds, and answers are context dependent. So, the answer to ‘what is my team working on?’ will be personalised to the person asking the question.
Beyond merely fetching information, Kiki cultivates a self-service and autonomous culture, empowering employees to promptly find answers and solve issues independently. This not only boosts productivity but also reduces the time dedicated to administrative tasks, freeing up Klarna employees to concentrate on strategic and creative tasks.