How to build an AI Assistant for Customer Service similar to Klarna

By

Patryk Lasek

March 1, 2024

•

6

min read

With Klarna's announcement of their AI-powered support system, it's clear we've entered a transformative era in customer service, marked by the rise of AI Assistants as the new gold standard in the industry.

Klarna's AI Assistant impressively handled two-thirds of all customer service interactions in its debut month, doing the equivalent work of 700 full-time agents.

You might think that such solutions and sophisticated technology are reserved only for enterprises with huge budgets. As Sebastian Siemiatkowski (Co-Founder and CEO of Klarna) tweeted, the project required an investment of $2-3 million:

It's not a realistic budget for most businesses

But what if you could build such an AI Assistant for your own business for $99/month?

In this blog post, I’ll show you how to build an AI Customer Service Assistant similar to Klarna’s to automate answering your customers’ repetitive questions and decrease the time to resolution — all in 100+ languages and keeping the customer satisfaction score high.

Don’t only take my word for it; let’s build it step-by-step in the Quickchat AI app.

Step 1: Name your Assistant and define its role

Kick off by setting up your AI Assistant on Quickchat AI — no-code platform that simplifies the process, making conversational AI accessible even if you're not tech-savvy.

Begin by naming your Assistant and defining its role within your customer service framework.

For a business like Klarna, the AI's role could involve managing customer inquiries or handling transaction-related questions:

Step 2: Plug in your data sources and train the Assistant on them

The next step is to feed your AI Assistant the necessary knowledge to serve your customers effectively.

The Knowledge Base tab was designed for just that.

Quickchat AI allows you to upload documents, input FAQs, and even integrate content from your website to make your Assistant as knowledgeable as possible.

This is crucial for ensuring your AI can handle a wide range of queries with accurate and helpful responses.

Here, we are going to use:

Klarna’s Docs so our AI has a robust knowledge about Klarna's offering
Klarna’s homepage content to give our AI Assistant more context about the company

Adding Klarna's Documentation to the Knowledge Base

Of course, we don’t need to add all this information manually — we can use the URL Import option to download them straight to the Knowledge Base.

Step 3: Customize and give it some personality

In the Settings tab, the first option is AI Personality.

For this scenario, we aim for Helpful Mac to adopt a professional demeanor, appropriate for the financial services industry it represents.

Following this, we have AI Profession, with four distinct options available.

Since Klarna AI will function as an AI Assistant for customer service, the second option looks perfect:

Select “Customer Support Representative” in the AI Profession section

This choice significantly influences the tone and content of Assistant's responses.

We have many more options to modify, but for now let’s tweak:

AI Creativity: which determines the extent to which the AI Assistant can generate innovative responses for queries that are related but not explicitly answered in the Knowledge Base
Reply Length: offering control over the conciseness or detail of the replies
Links (URLs) Priority: dictates how often URLs (such as to Klarna’s specific products or services) are incorporated into responses and prioritized above other information

With these settings adjusted, we may consider the basic setup done.

However, given that Klarna serves international customers, let’s make the AI Assistant speak multiple languages.

Step 4: Add languages

We could choose from 100+ languages and for Klarna the most important ones are English, German and Swedish.

Let’s add them in the Settings.

Now, when the customer starts a conversation in Swedish, Klarna AI will reply in that language.

In Klarna's case, let's stick for now to the most important languages

Fantastisk!

Step 5: Enable Human Handoff

Klarna recognized the importance of blending AI efficiency with human intuition.

And Human Handoff is a feature that automatically detects when the conversation should be handed off to a human agent.

This may include situations beyond your AI Assistant's capabilities like when a customer’s question is outside the scope of your current Knowledge Base and human assistance is needed.

Let’s then implement it to mirror Klarna’s approach.

Specify Human Handoff settings to align with your team

By the way, we have a whole video devoted to this cool feature, so make sure to watch that next!

Step 6: Integrate and go live

The final step is to integrate the AI Assistant into your existing customer service channels.

Quickchat AI provides easy integration options for websites, social media platforms (Messenger, WhatsApp, etc.), and customer service tools (Intercom, Zendesk, Hubspot), ensuring a seamless experience for both your team and your customers.

This is where your Assistant begins to deliver real value by automating responses and freeing up your team to focus on more complex tasks.

Here's an example of how Klarna's AI Assistant could look like if it was built with Quickchat AI

And that’s all!

We successfully built a customized AI Assistant that can interact with clients.

In 15 minutes and for $99/month.

Go ahead and start building your own AI Assistant for free.

Design, tweak, and test it until it aligns perfectly with your brand and business needs.

Patryk Lasek

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