{"id":57651,"date":"2024-02-29T17:48:23","date_gmt":"2024-02-29T17:48:23","guid":{"rendered":"https:\/\/www.cxtoday.com\/?p=57651"},"modified":"2024-03-01T14:25:27","modified_gmt":"2024-03-01T14:25:27","slug":"klarna-claims-its-new-ai-assistant-does-the-work-of-700-full-time-agents","status":"publish","type":"post","link":"https:\/\/www.cxtoday.com\/contact-center\/klarna-claims-its-new-ai-assistant-does-the-work-of-700-full-time-agents\/","title":{"rendered":"Klarna Claims Its New AI Assistant Does the Work of 700 Full-Time Agents"},"content":{"rendered":"<p>Klarna teamed up with OpenAI to launch its first virtual assistant, and &#8211; one month in &#8211; the results appear overwhelmingly positive.<\/p>\n<p>Indeed, Klarna stated the assistant had been responsible for two-thirds of customer service chats and was completing the work of 700 employees.<\/p>\n<p>Moreover, the financial service company revealed its query resolution time had dropped from 11 minutes to just two minutes while customer satisfaction scores remained steady.<\/p>\n<p>Altogether, Klarna estimates the innovation will drive a $40 million USD improvement in profits to Klarna in 2024.<\/p>\n<p>In discussing the news, <strong>Sebastian Siemiatkowski<\/strong> \u2013 <strong>Co-Founder and CEO of Klarna<\/strong> \u2013 commented:<\/p>\n<blockquote><p>This AI breakthrough in customer interaction means superior experiences for our customers at better prices, more interesting challenges for our employees, and better returns for our investors.<\/p><\/blockquote>\n<p>Available in the company\u2019s app, Klarna believes that the assistant will improve both the shopping and payment experience of its global consumers.<\/p>\n<p>The partnership with OpenAI marks the first step in Klarna\u2019s &#8220;vision of a fully AI-powered financial assistant,&#8221; which it hopes will enhance the customer experience \u2013 saving users time, worry, and money.<\/p>\n<p>In its current iteration, the Klarna AI assistant provides users with the following three key features:<\/p>\n<h2>1. 24\/7 Support<\/h2>\n<p>As the name suggests, Klarna\u2019s assistant will be available at all times and will provide customer service support for an array of prevalent problems, including refunds, returns, payment-related issues, cancellations, disputes, and invoice inaccuracies.<\/p>\n<h2><strong>2. Personal Financial Support<\/strong><\/h2>\n<p>Given Klarna\u2019s buy-now-pay-later model, keeping track of outstanding and upcoming payments is understandably a key issue for its users.<\/p>\n<p>The AI assistant will supply customers with real-time updates to help them stay abreast of their payment schedules, as well as provide guidance and explanations around spending limits and &#8220;purchase power.&#8221;<\/p>\n<h2>3. Multilingual Chat Support<\/h2>\n<p>Currently available in 23 markets, in order to adequately support its global customer base, Klarna\u2019s assistant has the capacity to handle queries in 35 languages.<\/p>\n<p>During the announcement, Klarna praised the language support feature as one of the reasons for the company\u2019s &#8220;massive improvement in communication with local immigrant and expat communities across all our markets.&#8221;<\/p>\n<h2>Going All In on AI a Gamble<\/h2>\n<p>The success of the virtual agent follows an <a href=\"https:\/\/www.telegraph.co.uk\/business\/2023\/12\/03\/klarna-chief-bets-ai-app-freezes-hiring\/\" target=\"_blank\" rel=\"noopener\">announcement<\/a> made by <strong>Siemiatkowski<\/strong> back in December of 2023 that Klarna would be freezing hiring in order to pursue AI alternatives, with the Co-Founder and CEO stating that the company was &#8220;not currently hiring at all, apart from engineers.&#8221;<\/p>\n<p>This promise appears to be playing out rather quickly, with the company\u2019s <a href=\"https:\/\/assets.ctfassets.net\/4pxjo1vaz7xk\/4YoZpojIbRX6XbEdYPVUxg\/6cddf386d1d29beca3c09f3d96c28104\/Klarna_Holding_Annual_Report_2023.pdf\" target=\"_blank\" rel=\"noopener\">Annual Report<\/a> revealing that Klarna had dropped more than 1,200 employees \u2013 from 5,441 to 4,201 \u2013 between 2022 and 2023.<\/p>\n<p>While the fintech was also clear to point out that customers could &#8220;still choose to interact with live agents if they\u2019d prefer&#8221;, it is apparent that Klarna is all in on AI.<\/p>\n<p>Speaking with <a href=\"https:\/\/fortune.com\/2024\/02\/13\/klarna-ceo-sebastian-siemiatkowski-embracing-ai-ipo\/\" target=\"_blank\" rel=\"noopener\">Fortune<\/a>, <strong>Siemiatkowski<\/strong> admitted that a conversation with <strong>OpenAI CEO Sam Altman<\/strong> had convinced him to hitch the company\u2019s wagon to AI \u2013 stating that he wanted Klarna to operate as the ChatGPT creator\u2019s &#8220;favorite guinea pig.&#8221;<\/p>\n<p>Yet, while this appears to be a case of so far, so good, a recent Gartner report warned against the dangers of pursuing a digital-only customer service solution. It predicted that <a href=\"https:\/\/www.cxtoday.com\/contact-centre\/by-2028-the-eu-will-mandate-the-right-to-talk-to-a-human-in-customer-service-predicts-gartner\/\" target=\"_blank\" rel=\"noopener\">the EU could make &#8220;the right to talk to a human&#8221; a part of its consumer protection laws<\/a> within the next three years.<\/p>\n<p>Rather than opting for AI assistants instead of human agents, Gartner recommends a tandem approach that sees AI in more of a supportive capacity, arguing that &#8220;it is too risky, expensive, and difficult to replace customer service reps with a generative-AI-powered chatbot.&#8221;<\/p>\n<p>As such, it&#8217;ll be fascinating to see how Klarna\u2019s customers react to the new virtual assistant moving forward and whether the company will regret placing all of its chips on AI.<\/p>\n<p>&nbsp;<\/p>\n<p>&nbsp;<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Klarna teamed up with OpenAI to launch its first virtual assistant, and &#8211; one month in &#8211; the results appear overwhelmingly positive. Indeed, Klarna stated the assistant had been responsible for two-thirds of customer service chats and was completing the work of 700 employees. Moreover, the financial service company revealed its query resolution time had [&hellip;]<\/p>\n","protected":false},"author":4983,"featured_media":57674,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"inline_featured_image":false,"footnotes":""},"categories":[11850],"class_list":["post-57651","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-contact-center","tag-artificial-intelligence","tag-chatbots","tag-chatgpt","tag-generative-ai","tag-virtual-assistant","brands_to_track-openai","editorial_type-interview","editorial_type-news","intent-evaluation","intent-loyalty"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v25.3.1 (Yoast SEO v25.3.1) - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Klarna Claims Its New AI Assistant Does the Work of 700 Full-Time Agents - CX Today<\/title>\n<meta name=\"description\" content=\"CX Today covers Contact Center &amp; Omnichannel\u200b news including Artificial Intelligence, Chatbots, ChatGPT, Generative AI, Virtual Assistant and more.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.cxtoday.com\/contact-center\/klarna-claims-its-new-ai-assistant-does-the-work-of-700-full-time-agents\/\" \/>\n<meta property=\"og:locale\" content=\"en_GB\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Klarna Claims Its New AI Assistant Does the Work of 700 Full-Time Agents\" \/>\n<meta property=\"og:description\" content=\"CX Today covers Contact Center &amp; Omnichannel\u200b news including Artificial Intelligence, Chatbots, ChatGPT, Generative AI, Virtual Assistant and more.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.cxtoday.com\/contact-center\/klarna-claims-its-new-ai-assistant-does-the-work-of-700-full-time-agents\/\" \/>\n<meta property=\"og:site_name\" content=\"CX Today\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/www.facebook.com\/CXTodayNews\/\" \/>\n<meta property=\"article:published_time\" content=\"2024-02-29T17:48:23+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2024-03-01T14:25:27+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/www.cxtoday.com\/wp-content\/uploads\/2024\/02\/klarna-ai-assistant-850.jpg\" \/>\n\t<meta property=\"og:image:width\" content=\"850\" \/>\n\t<meta property=\"og:image:height\" content=\"425\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/jpeg\" \/>\n<meta name=\"author\" content=\"Rhys Fisher\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:creator\" content=\"@cxtodaynews\" \/>\n<meta name=\"twitter:site\" content=\"@cxtodaynews\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"Rhys Fisher\" \/>\n\t<meta name=\"twitter:label2\" content=\"Estimated reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"3 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\/\/www.cxtoday.com\/contact-center\/klarna-claims-its-new-ai-assistant-does-the-work-of-700-full-time-agents\/#article\",\"isPartOf\":{\"@id\":\"https:\/\/www.cxtoday.com\/contact-center\/klarna-claims-its-new-ai-assistant-does-the-work-of-700-full-time-agents\/\"},\"author\":{\"name\":\"Rhys Fisher\",\"@id\":\"https:\/\/www.cxtoday.com\/#\/schema\/person\/8658137cddc02e8aa6da2b92ccf4a044\"},\"headline\":\"Klarna Claims Its New AI Assistant Does the Work of 700 Full-Time Agents\",\"datePublished\":\"2024-02-29T17:48:23+00:00\",\"dateModified\":\"2024-03-01T14:25:27+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\/\/www.cxtoday.com\/contact-center\/klarna-claims-its-new-ai-assistant-does-the-work-of-700-full-time-agents\/\"},\"wordCount\":637,\"publisher\":{\"@id\":\"https:\/\/www.cxtoday.com\/#organization\"},\"image\":{\"@id\":\"https:\/\/www.cxtoday.com\/contact-center\/klarna-claims-its-new-ai-assistant-does-the-work-of-700-full-time-agents\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/www.cxtoday.com\/wp-content\/uploads\/2024\/02\/klarna-ai-assistant-850.jpg\",\"keywords\":[\"Artificial Intelligence\",\"Chatbots\",\"ChatGPT\",\"Generative AI\",\"Virtual Assistant\"],\"articleSection\":[\"Contact Center &amp; Omnichannel\u200b\"],\"inLanguage\":\"en-GB\",\"copyrightYear\":\"2024\",\"copyrightHolder\":{\"@id\":\"https:\/\/www.cxtoday.com\/#organization\"}},{\"@type\":\"WebPage\",\"@id\":\"https:\/\/www.cxtoday.com\/contact-center\/klarna-claims-its-new-ai-assistant-does-the-work-of-700-full-time-agents\/\",\"url\":\"https:\/\/www.cxtoday.com\/contact-center\/klarna-claims-its-new-ai-assistant-does-the-work-of-700-full-time-agents\/\",\"name\":\"Klarna Claims Its New AI Assistant Does the Work of 700 Full-Time Agents - CX Today\",\"isPartOf\":{\"@id\":\"https:\/\/www.cxtoday.com\/#website\"},\"primaryImageOfPage\":{\"@id\":\"https:\/\/www.cxtoday.com\/contact-center\/klarna-claims-its-new-ai-assistant-does-the-work-of-700-full-time-agents\/#primaryimage\"},\"image\":{\"@id\":\"https:\/\/www.cxtoday.com\/contact-center\/klarna-claims-its-new-ai-assistant-does-the-work-of-700-full-time-agents\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/www.cxtoday.com\/wp-content\/uploads\/2024\/02\/klarna-ai-assistant-850.jpg\",\"datePublished\":\"2024-02-29T17:48:23+00:00\",\"dateModified\":\"2024-03-01T14:25:27+00:00\",\"description\":\"CX Today covers Contact Center &amp; Omnichannel\u200b news including Artificial Intelligence, Chatbots, ChatGPT, Generative AI, Virtual Assistant and more.\",\"breadcrumb\":{\"@id\":\"https:\/\/www.cxtoday.com\/contact-center\/klarna-claims-its-new-ai-assistant-does-the-work-of-700-full-time-agents\/#breadcrumb\"},\"inLanguage\":\"en-GB\",\"potentialAction\":[{\"@type\":\"ReadAction\",\"target\":[\"https:\/\/www.cxtoday.com\/contact-center\/klarna-claims-its-new-ai-assistant-does-the-work-of-700-full-time-agents\/\"]}]},{\"@type\":\"ImageObject\",\"inLanguage\":\"en-GB\",\"@id\":\"https:\/\/www.cxtoday.com\/contact-center\/klarna-claims-its-new-ai-assistant-does-the-work-of-700-full-time-agents\/#primaryimage\",\"url\":\"https:\/\/www.cxtoday.com\/wp-content\/uploads\/2024\/02\/klarna-ai-assistant-850.jpg\",\"contentUrl\":\"https:\/\/www.cxtoday.com\/wp-content\/uploads\/2024\/02\/klarna-ai-assistant-850.jpg\",\"width\":850,\"height\":425,\"caption\":\"Klarna Claims Its New AI Assistant Does the Work of 700 Full-Time Agents\"},{\"@type\":\"BreadcrumbList\",\"@id\":\"https:\/\/www.cxtoday.com\/contact-center\/klarna-claims-its-new-ai-assistant-does-the-work-of-700-full-time-agents\/#breadcrumb\",\"itemListElement\":[{\"@type\":\"ListItem\",\"position\":1,\"name\":\"Home\",\"item\":\"https:\/\/www.cxtoday.com\/\"},{\"@type\":\"ListItem\",\"position\":2,\"name\":\"Contact Center &amp; Omnichannel\u200b\"}]},{\"@type\":\"WebSite\",\"@id\":\"https:\/\/www.cxtoday.com\/#website\",\"url\":\"https:\/\/www.cxtoday.com\/\",\"name\":\"CX Today\",\"description\":\"Customer Experience Technology News\",\"publisher\":{\"@id\":\"https:\/\/www.cxtoday.com\/#organization\"},\"potentialAction\":[{\"@type\":\"SearchAction\",\"target\":{\"@type\":\"EntryPoint\",\"urlTemplate\":\"https:\/\/www.cxtoday.com\/?s={search_term_string}\"},\"query-input\":{\"@type\":\"PropertyValueSpecification\",\"valueRequired\":true,\"valueName\":\"search_term_string\"}}],\"inLanguage\":\"en-GB\"},{\"@type\":\"Organization\",\"@id\":\"https:\/\/www.cxtoday.com\/#organization\",\"name\":\"CX Today\",\"url\":\"https:\/\/www.cxtoday.com\/\",\"logo\":{\"@type\":\"ImageObject\",\"inLanguage\":\"en-GB\",\"@id\":\"https:\/\/www.cxtoday.com\/#\/schema\/logo\/image\/\",\"url\":\"https:\/\/www.cxtoday.com\/wp-content\/uploads\/2022\/03\/CX_Today_FullLogo.png\",\"contentUrl\":\"https:\/\/www.cxtoday.com\/wp-content\/uploads\/2022\/03\/CX_Today_FullLogo.png\",\"width\":2606,\"height\":1154,\"caption\":\"CX Today\"},\"image\":{\"@id\":\"https:\/\/www.cxtoday.com\/#\/schema\/logo\/image\/\"},\"sameAs\":[\"https:\/\/www.facebook.com\/CXTodayNews\/\",\"https:\/\/x.com\/cxtodaynews\",\"https:\/\/www.linkedin.com\/company\/69192959\/\",\"https:\/\/www.youtube.com\/channel\/UCZSpkvnZtjGc7UAP1r-MRoA\"]},{\"@type\":\"Person\",\"@id\":\"https:\/\/www.cxtoday.com\/#\/schema\/person\/8658137cddc02e8aa6da2b92ccf4a044\",\"name\":\"Rhys Fisher\",\"image\":{\"@type\":\"ImageObject\",\"inLanguage\":\"en-GB\",\"@id\":\"https:\/\/www.cxtoday.com\/#\/schema\/person\/image\/\",\"url\":\"https:\/\/secure.gravatar.com\/avatar\/3f343531884f01a524078c0707db60820463a470a442a647423a53c783b60296?s=96&d=mm&r=g\",\"contentUrl\":\"https:\/\/secure.gravatar.com\/avatar\/3f343531884f01a524078c0707db60820463a470a442a647423a53c783b60296?s=96&d=mm&r=g\",\"caption\":\"Rhys Fisher\"},\"url\":\"https:\/\/www.cxtoday.com\/author\/rhys-fisher\/\"}]}<\/script>\n<!-- \/ Yoast SEO Premium plugin. -->","yoast_head_json":{"title":"Klarna Claims Its New AI Assistant Does the Work of 700 Full-Time Agents - CX Today","description":"CX Today covers Contact Center &amp; Omnichannel\u200b news including Artificial Intelligence, Chatbots, ChatGPT, Generative AI, Virtual Assistant and more.","robots":{"index":"index","follow":"follow","max-snippet":"max-snippet:-1","max-image-preview":"max-image-preview:large","max-video-preview":"max-video-preview:-1"},"canonical":"https:\/\/www.cxtoday.com\/contact-center\/klarna-claims-its-new-ai-assistant-does-the-work-of-700-full-time-agents\/","og_locale":"en_GB","og_type":"article","og_title":"Klarna Claims Its New AI Assistant Does the Work of 700 Full-Time Agents","og_description":"CX Today covers Contact Center &amp; Omnichannel\u200b news including Artificial Intelligence, Chatbots, ChatGPT, Generative AI, Virtual Assistant and more.","og_url":"https:\/\/www.cxtoday.com\/contact-center\/klarna-claims-its-new-ai-assistant-does-the-work-of-700-full-time-agents\/","og_site_name":"CX Today","article_publisher":"https:\/\/www.facebook.com\/CXTodayNews\/","article_published_time":"2024-02-29T17:48:23+00:00","article_modified_time":"2024-03-01T14:25:27+00:00","og_image":[{"width":850,"height":425,"url":"https:\/\/www.cxtoday.com\/wp-content\/uploads\/2024\/02\/klarna-ai-assistant-850.jpg","type":"image\/jpeg"}],"author":"Rhys Fisher","twitter_card":"summary_large_image","twitter_creator":"@cxtodaynews","twitter_site":"@cxtodaynews","twitter_misc":{"Written by":"Rhys Fisher","Estimated reading time":"3 minutes"},"schema":{"@context":"https:\/\/schema.org","@graph":[{"@type":"Article","@id":"https:\/\/www.cxtoday.com\/contact-center\/klarna-claims-its-new-ai-assistant-does-the-work-of-700-full-time-agents\/#article","isPartOf":{"@id":"https:\/\/www.cxtoday.com\/contact-center\/klarna-claims-its-new-ai-assistant-does-the-work-of-700-full-time-agents\/"},"author":{"name":"Rhys Fisher","@id":"https:\/\/www.cxtoday.com\/#\/schema\/person\/8658137cddc02e8aa6da2b92ccf4a044"},"headline":"Klarna Claims Its New AI Assistant Does the Work of 700 Full-Time Agents","datePublished":"2024-02-29T17:48:23+00:00","dateModified":"2024-03-01T14:25:27+00:00","mainEntityOfPage":{"@id":"https:\/\/www.cxtoday.com\/contact-center\/klarna-claims-its-new-ai-assistant-does-the-work-of-700-full-time-agents\/"},"wordCount":637,"publisher":{"@id":"https:\/\/www.cxtoday.com\/#organization"},"image":{"@id":"https:\/\/www.cxtoday.com\/contact-center\/klarna-claims-its-new-ai-assistant-does-the-work-of-700-full-time-agents\/#primaryimage"},"thumbnailUrl":"https:\/\/www.cxtoday.com\/wp-content\/uploads\/2024\/02\/klarna-ai-assistant-850.jpg","keywords":["Artificial Intelligence","Chatbots","ChatGPT","Generative AI","Virtual Assistant"],"articleSection":["Contact Center &amp; Omnichannel\u200b"],"inLanguage":"en-GB","copyrightYear":"2024","copyrightHolder":{"@id":"https:\/\/www.cxtoday.com\/#organization"}},{"@type":"WebPage","@id":"https:\/\/www.cxtoday.com\/contact-center\/klarna-claims-its-new-ai-assistant-does-the-work-of-700-full-time-agents\/","url":"https:\/\/www.cxtoday.com\/contact-center\/klarna-claims-its-new-ai-assistant-does-the-work-of-700-full-time-agents\/","name":"Klarna Claims Its New AI Assistant Does the Work of 700 Full-Time Agents - CX Today","isPartOf":{"@id":"https:\/\/www.cxtoday.com\/#website"},"primaryImageOfPage":{"@id":"https:\/\/www.cxtoday.com\/contact-center\/klarna-claims-its-new-ai-assistant-does-the-work-of-700-full-time-agents\/#primaryimage"},"image":{"@id":"https:\/\/www.cxtoday.com\/contact-center\/klarna-claims-its-new-ai-assistant-does-the-work-of-700-full-time-agents\/#primaryimage"},"thumbnailUrl":"https:\/\/www.cxtoday.com\/wp-content\/uploads\/2024\/02\/klarna-ai-assistant-850.jpg","datePublished":"2024-02-29T17:48:23+00:00","dateModified":"2024-03-01T14:25:27+00:00","description":"CX Today covers Contact Center &amp; Omnichannel\u200b news including Artificial Intelligence, Chatbots, ChatGPT, Generative AI, Virtual Assistant and more.","breadcrumb":{"@id":"https:\/\/www.cxtoday.com\/contact-center\/klarna-claims-its-new-ai-assistant-does-the-work-of-700-full-time-agents\/#breadcrumb"},"inLanguage":"en-GB","potentialAction":[{"@type":"ReadAction","target":["https:\/\/www.cxtoday.com\/contact-center\/klarna-claims-its-new-ai-assistant-does-the-work-of-700-full-time-agents\/"]}]},{"@type":"ImageObject","inLanguage":"en-GB","@id":"https:\/\/www.cxtoday.com\/contact-center\/klarna-claims-its-new-ai-assistant-does-the-work-of-700-full-time-agents\/#primaryimage","url":"https:\/\/www.cxtoday.com\/wp-content\/uploads\/2024\/02\/klarna-ai-assistant-850.jpg","contentUrl":"https:\/\/www.cxtoday.com\/wp-content\/uploads\/2024\/02\/klarna-ai-assistant-850.jpg","width":850,"height":425,"caption":"Klarna Claims Its New AI Assistant Does the Work of 700 Full-Time Agents"},{"@type":"BreadcrumbList","@id":"https:\/\/www.cxtoday.com\/contact-center\/klarna-claims-its-new-ai-assistant-does-the-work-of-700-full-time-agents\/#breadcrumb","itemListElement":[{"@type":"ListItem","position":1,"name":"Home","item":"https:\/\/www.cxtoday.com\/"},{"@type":"ListItem","position":2,"name":"Contact Center &amp; Omnichannel\u200b"}]},{"@type":"WebSite","@id":"https:\/\/www.cxtoday.com\/#website","url":"https:\/\/www.cxtoday.com\/","name":"CX Today","description":"Customer Experience Technology News","publisher":{"@id":"https:\/\/www.cxtoday.com\/#organization"},"potentialAction":[{"@type":"SearchAction","target":{"@type":"EntryPoint","urlTemplate":"https:\/\/www.cxtoday.com\/?s={search_term_string}"},"query-input":{"@type":"PropertyValueSpecification","valueRequired":true,"valueName":"search_term_string"}}],"inLanguage":"en-GB"},{"@type":"Organization","@id":"https:\/\/www.cxtoday.com\/#organization","name":"CX Today","url":"https:\/\/www.cxtoday.com\/","logo":{"@type":"ImageObject","inLanguage":"en-GB","@id":"https:\/\/www.cxtoday.com\/#\/schema\/logo\/image\/","url":"https:\/\/www.cxtoday.com\/wp-content\/uploads\/2022\/03\/CX_Today_FullLogo.png","contentUrl":"https:\/\/www.cxtoday.com\/wp-content\/uploads\/2022\/03\/CX_Today_FullLogo.png","width":2606,"height":1154,"caption":"CX Today"},"image":{"@id":"https:\/\/www.cxtoday.com\/#\/schema\/logo\/image\/"},"sameAs":["https:\/\/www.facebook.com\/CXTodayNews\/","https:\/\/x.com\/cxtodaynews","https:\/\/www.linkedin.com\/company\/69192959\/","https:\/\/www.youtube.com\/channel\/UCZSpkvnZtjGc7UAP1r-MRoA"]},{"@type":"Person","@id":"https:\/\/www.cxtoday.com\/#\/schema\/person\/8658137cddc02e8aa6da2b92ccf4a044","name":"Rhys Fisher","image":{"@type":"ImageObject","inLanguage":"en-GB","@id":"https:\/\/www.cxtoday.com\/#\/schema\/person\/image\/","url":"https:\/\/secure.gravatar.com\/avatar\/3f343531884f01a524078c0707db60820463a470a442a647423a53c783b60296?s=96&d=mm&r=g","contentUrl":"https:\/\/secure.gravatar.com\/avatar\/3f343531884f01a524078c0707db60820463a470a442a647423a53c783b60296?s=96&d=mm&r=g","caption":"Rhys Fisher"},"url":"https:\/\/www.cxtoday.com\/author\/rhys-fisher\/"}]}},"_links":{"self":[{"href":"https:\/\/www.cxtoday.com\/wp-json\/wp\/v2\/posts\/57651","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.cxtoday.com\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.cxtoday.com\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.cxtoday.com\/wp-json\/wp\/v2\/users\/4983"}],"replies":[{"embeddable":true,"href":"https:\/\/www.cxtoday.com\/wp-json\/wp\/v2\/comments?post=57651"}],"version-history":[{"count":4,"href":"https:\/\/www.cxtoday.com\/wp-json\/wp\/v2\/posts\/57651\/revisions"}],"predecessor-version":[{"id":57689,"href":"https:\/\/www.cxtoday.com\/wp-json\/wp\/v2\/posts\/57651\/revisions\/57689"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.cxtoday.com\/wp-json\/wp\/v2\/media\/57674"}],"wp:attachment":[{"href":"https:\/\/www.cxtoday.com\/wp-json\/wp\/v2\/media?parent=57651"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.cxtoday.com\/wp-json\/wp\/v2\/categories?post=57651"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}