AI just replaced customer support #ai
00:00:00.000 | AI assistants are now doing the work of 700 full time agents at
00:00:04.540 | Corona. They moved issue resolving times from 11 minutes
00:00:08.700 | with humans to two minutes with AI. And so far, their AI has had
00:00:12.840 | 2.3 million conversations accounting for two thirds of
00:00:15.940 | corners, customer support chats, its AI agent will drive wait for
00:00:19.700 | it a $40 million increase in profits this year. This is one
00:00:24.000 | of the first few times where you're seeing something in
00:00:26.160 | production where there's measurable economic value. And
00:00:28.660 | the important thing to note about that is that it's not just
00:00:31.100 | what it means for Klarna, but what it means for everybody
00:00:33.400 | else. So if you look at everybody else, for example,
00:00:35.700 | here's Teleperformance, which is a French company that runs call
00:00:38.600 | centers, they lost $1.7 billion of market cap when that tweak
00:00:42.500 | went up about 20% of their market cap. This is the real
00:00:45.100 | practical implication. Yes, Klarna replaced 700 people, and
00:00:48.860 | they say 40 million of OpEx, but Teleperformance while they were
00:00:52.900 | just doing their everyday work lost 1.8 billion of their market
00:00:56.400 | cap at the exact same moment.