How Klarna's AI assistant redefined customer support at scale for 85 million active users
Klarna’s AI assistant, built on LangGraph and LangSmith, handles 2.5 million daily transactions, streamlining customer support for 85 million users. It manages tasks like payments and refunds, reducing the need for 700 full-time staff, and improves efficiency and accuracy through controllable agent architecture and test-driven development. The solution addresses scaling challenges and escalations, leading to faster resolutions and reduced customer queries, with a 80% decrease in average resolution time.
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