Klarna AI Assistant
Klarna’s AI Assistant is a conversational agent built into the Klarna app that handles customer service, payments, and shopping support across 20+ markets and 35+ languages, powered by OpenAI and an agentic architecture. It is designed to resolve common issues in under two minutes and act as a personal shopping and financial assistant for Klarna users. Klarna AI Assistant is a 24/7 customer & shopping assistant that manages refunds, returns, payment plans, and order tracking while also recommending products and helping you make smarter, cheaper purchases.
Core features
Customer-service automation for refunds, returns, disputes, cancellations, delivery issues, and invoice corrections.
Payment management: explains spending limits, adjusts payment schedules, and clarifies purchase power and upcoming installments.
Shopping assistant: compares products, surfaces better prices, and answers questions using reviews and merchant data.
Multilingual support in 35+ languages across 23 markets, available around the clock.
Hybrid escalation: seamless handoff from AI to human agents for complex or sensitive cases, now part of Klarna’s “human + AI” support model.
Key tools it offers
In-app chat assistant as the front line for customer support and shopping queries in the Klarna app.
Personalized product discovery with category and brand comparisons, plus review-based advice.
Real-time account and order status updates, including tracking, delivery estimates, and refund timelines.
Explanation tools for declined purchases or credit decisions, giving clearer reasons and next steps.
Back-end agentic AI infrastructure (LangGraph + LangSmith) that routes tasks, optimizes prompts, and improves accuracy and latency.
Benefits for users
For shoppers: Faster resolutions for everyday issues, better price comparisons, and fewer surprises around payments and limits.
For Klarna & merchants: 60–80% faster resolution times, roughly two-thirds of chats handled by AI, and 25% fewer repeat contacts, cutting service costs per transaction by ~40%.
For support teams: AI takes on high-volume, low-complexity work so human agents can focus on complex cases that need empathy and judgment.