A lot of companies are trying to figure out whether it’s safe to allow employees to use artificial intelligence and Large Language Models like ChatGPT, and if it is, what limits or guardrails — if any — need to be put on that usage. Klarna, the Buy Now Pay Later company, has released details about how its employees are using ChatGPT and provided examples of how the technology is helping boost productivity and efficiency. Nearly 90% of Klarna employees are using some form of Generative AI in their daily work, and the company’s internal AI assistant is logging more than 2,000 interactions per day since it was launched last year.
In fact, the biggest users of the technology in the company are non-technical departments — communications (92.6%), marketing (87.9%), and legal (86.4%).
The company provided examples of how its communications and legal departments are using ChatGPT.
In communications, the company uses ChatGPT to impartially evaluate the content of articles written about Klarna to determine whether the articles are positive or negative about the company. In Klarna’s legal department, company lawyers are using the technology to draft common types of contracts, which has “massively” reduced the time it takes. Instead of spending an hour to draft an agreement from scratch or use a template, lawyers can use ChatGPT and have a workable draft of a contract in 10 minutes.
On top of that, the company also has Kiki, a custom-built internal AI assistant. Along with answering questions like, “What is my team working on” Kiki is cultivating a culture of self-service and autonomy within the company, empowering employees to solve problems and obtain information independently.
