Klarna has introduced a hotline featuring an AI avatar of CEO Sebastian Siemiatkowski, allowing consumers to provide conversational feedback on product features, issues, and improvement suggestions.
The avatar, trained to mimic Siemiatkowski’s real voice and insights, made its debut during the company’s recent results presentation, delivering financial highlights to investors.
Initially available in the United States and Sweden, the hotline offers a direct conversational link between customers and the AI version of Siemiatkowski. Beyond facilitating feedback, ‘AI Sebastian’ can answer questions about Klarna’s vision and mission while sharing its founding story and journey.
Siemiatkowski stated, “For decades, customer feedback has been a dull, tedious exercise with filling out forms, rating experiences on arbitrary scales, and completing surveys no one ever reads. We’re changing that. Our new approach transforms feedback into a natural, real-time conversation that’s both engaging for customers and actionable for our teams. Now, customers can simply speak their minds, and their insights are delivered to the right people internally in real time for them to address.”
Each conversation produces an instant transcript and concise summary, automatically analyzed by a large language model (LLM) that populates an internal live feed and innovation dashboard. Klarna’s product and engineering teams then review these insights to prioritize tasks.
Additionally, Klarna’s existing AI chatbot manages around 1.3 million customer interactions monthly—equivalent to the workload of 800 full-time agents—reducing repeat inquiries by 25% and decreasing average resolution times from 12 minutes to under two minutes.