How Klarna AI Gives Customers Direct Access to its CEO

Klarna is innovating its customer feedback mechanisms by launching a hotline that offers its 100 million customers the opportunity to interact directly with an AI-driven representation of Klarna CEO and Co-Founder, Sebastian Siemiatkowski.

This initiative places technology at the centre of customer communication, enabling a more streamlined and efficient feedback process.This innovative approach allows callers to provide feedback and suggestions about Klarna’s products to “AI-Sebastian,” who has been trained using the real CEO’s voice, personal insights and experiences.

The deployment of this technology aims to transform the way customer input is gathered and integrated into product development.

The new service is initially rolling out in Sweden and the US. By leveraging advanced AI, Klarna’s customers can now submit ideas, ask questions and provide feedback simply through a regular phone call.

This eliminates the need for traditional, often cumbersome methods of data collection.

Each conversation is analysed and transcribed in real time using AI.

This ensures that all customer interactions are captured and processed efficiently, providing immediate insights into customer sentiments and requirements.

Upon completion of a call, the technology generates a summary which is immediately forwarded to an internal information flow, where it is assigned to Klarna’s product and development teams.

This rapid dissemination of information ensures that relevant departments can quickly address customer feedback.

Customer feedback, depending on the nature of the issue or suggestion, can lead to tangible product improvements within 24 hours.

This rapid response capability highlights the agility and responsiveness enabled by integrating AI into the customer feedback loop.

Re-engineering customer feedback with AI

Traditional businesses and banks often rely on lengthy questionnaires and open-ended forms, which can be confusing or off-putting for customers.

These traditional methods frequently result in low response rates and limited insights, which can hinder the process of transforming customer feedback into actionable improvements.

Klarna seeks to challenge these conventional standards by offering customers a faster and more interactive way to contribute to the improvement of its products and services.

The AI-driven hotline is designed to overcome the limitations of traditional feedback methods, ensuring a more engaging and insightful customer experience.

Enhancing customer engagement

Sebastian says: “For far too long, customer feedback has been synonymous with boring surveys and complicated forms that no one reads.

“We’re changing that now. With our new way of collecting feedback, customers can easily say exactly what they think, exactly how they want it – and their ideas reach the right people at our company in real time."

AI-driven efficiency and scalability

The introduction of the direct line to “AI-Sebastian” builds on Klarna's ongoing efforts to leverage AI for increased efficiency and improved customer experience.

• Klarna's AI chatbot now handles two-thirds of all chats, representing over 1.3 million customer cases each month, and the work of 800 full-time employees.
• Simultaneously, the average handling time has decreased from 12 minutes to under two, while maintaining customer satisfaction.
• The company has recently replaced over 1,200 external SaaS solutions with a proprietary technical infrastructure.
• By implementing AI throughout the organisation, revenue per employee has increased by 152%, approaching $1m per employee per year.

How to chat with “AI-Sebastian”

The direct line to “AI-Sebastian” is currently available in Sweden and the USA.

Calls are free of charge, and the service is offered in both Swedish and English.

Klarna intends to roll out the service in additional countries later this year, extending the reach of its AI-driven customer engagement platform.

The availability of the service will be promoted to customers via direct communication in the Klarna app and on its website from 16 June 2025.

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