Klarna adds personalization, chatbot to generative AI assistant
Klarna isn’t standing pat with the functionality of its AI customer assistant.
The global payments network and shopping assistant is unveiling several new features in its customer assistant based on the OpenAI platform. Initially released in February 2024, the generative AI-based tool is designed to manage a range of tasks including multilingual customer service and managing refunds and returns.
[READ MORE: Klarna streamlines customer service with generative AI assistant]
Now, the Klarna AI assistant offers a chat-based shopping experience, as well as provides personalized product recommendations, expert advice, category and brand comparisons, and access to customer reviews.
The review feature helps customers explore content including customer reviews and testimonials and price history, with the ability to buy a reviewed product directly in the app.
The assistant can also recommend products based on customer preferences, such as seasonal purchasing trends and product color and brand. In addition, customers can compare items or different categories of products, with relevant product suggestions featuring AI-generated, unbiased summaries of the pros and cons of each.
"For decades, the tech industry assumed that the online shopping experience was tied up by a small number of massive tech players, which led to under-investment," said David Fock, chief product & design officer at Klarna. "That’s created an opportunity for companies like Klarna and we are enlisting AI to challenge the incumbents."
Other capabilities include free-flow text searches, such as queries for "skiing" or "rollerblading," which can be broken down into a set of recommendations. The assistant is also fully integrated with Klarna’s price database of 5.6 million products from thousands of stores to provide recommendations with pricing, availability and delivery information.
Customers can still choose to interact with live agents if they would prefer.
"Klarna is at the forefront of seizing the potential of AI to deliver tangible benefits to customers,” said Brad Lightcap, COO of OpenAI. “We're excited to continue collaborating and showing the power of AI at scale."
