How Klarna's CEO has Turned AI for Customer Service Hotline

Klarna is launching a hotline that offers its 100 million customers the chance to speak directly with an interactive, AI-version of Klarna CEO and co-founder Sebastian Siemiatkowski. 

Callers can provide feedback and suggestions about Klarna’s products to “AI-Sebastian”, who has been trained on the real Klarna CEO’s own voice, personal insights and experiences.

Initial release

The new service is first rolling out in Sweden and the US. Based on advanced AI technology, it enables Klarna's customers to submit ideas, ask questions and provide feedback – all with a regular phone call.

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

Upon call completion, 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. 

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

Challenging the status quo

Most traditional businesses and banks still rely on lengthy questionnaires and open-ended forms, which can be confusing or offputting. 

This results in low response rates and limited insights, hindering the process of transforming customer feedback into actual improvements. 

Klarna wants to challenge old standards and instead give customers a faster and more interactive way to contribute to the improvement of its products and services.

Enhancing customer experience

Sebastian Siemiatkowski, CEO and co-founder of Klarna, 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."

Ongoing AI innovation

The new direct line to “AI-Sebastian” is a further development of Klarna's already successful work with AI for increased efficiency and better 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 available in Sweden and the USA. 

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

Klarna plans to launch the service in more countries later this year. 

Starting 16 June 2025, the service will be advertised to customers through direct communication in the Klarna app and on its website.

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