Harnessing innovative technology in all facets of work is crucial to setting a company apart from its competitors. Celebrating another milestone in harnessing an innovative technology, namely generative artificial intelligence (gen AI), Klarna, the AI-powered global payments network has hit 87 per cent gen AI adoption rates among employees.
Sebastian Siemiatkowski, co-founder and CEO, Klarna
“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.”
Communications, marketing and legal teams are all seeing transformative change due to gen AI integration. The AI-powered global payments network revealed the adoption rates in these teams are 92.6 per cent, 87.9 per cent, and 86.4 per cent respectively.
Gen AI usage across teams
Communications:
Klarna’s communications team uses ChatGPT to impartially evaluate whether press articles written about Klarna are positive or negative for the company.
Filippa Bolz, head of communications at Klarna
Filippa Bolz, head of communications at Klarna, says: “Media monitoring companies have tried for at least fifteen years to automate ‘sentiment’ analysis but often you’d get better results from blindfolded monkeys throwing darts. The tool we’ve built using ChatGPT has blown our minds! It provides a really objective analysis of each article in a couple of seconds, which helps us ensure we communicate clearly, that it is understood and resonates with each one of our target audiences – rather than bundling them together.”
Legal:
Klarna’s lawyers are using ChatGPT Enterprise to create the first draft of common types of contract, massively reducing the time it takes to draw up a contract.
Selma Bogren, senior managing legal counsel at Klarna
Selma Bogren, senior managing legal counsel at Klarna, says: “The big law firms have had a really great business just from providing templates for common types of contract. But ChatGPT is even better than a template because you can create something quite bespoke.
Instead of spending an hour starting a contract from scratch or working from a template, I can tweak a ChatGPT draft in about ten minutes. You still need to adapt it to make it work for your particular case but instead of an hour you can draft a contract in ten minutes.”
Support through Kiki
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 since its launch in June 2023, Kiki significantly aids in the management and distribution of internal knowledge. It reinforces 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. Additionally, Klarna’s customer service agents now use Kiki, enhancing information flow and efficiency.
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.
Francis Bignell
