Klarna

Klarna, a financial technology company, has significantly enhanced its customer support experience by implementing a voice AI agent developed with ElevenLabs, which serves as the first point of contact for its 35 million customers in the United States. This voice AI system, designed to handle informational queries such as product guidance and payment status, resolves issues up to ten times faster than traditional human agents, reducing phone queues and freeing human agents for more complex cases. Klarna's partnership with ElevenLabs was chosen for its ability to meet enterprise requirements like GDPR compliance, ultra-low latency interactions, and integrated analytics, enabling the company to swiftly transition from concept to production. As a result of the successful U.S. implementation, Klarna plans to expand the voice AI service globally, aiming to serve all 114 million of its customers worldwide with fast, natural voice conversations and further expanding the agent's capabilities.