Klarna has introduced an AI-powered hotline, enabling customers to engage directly with a digital version of CEO Sebastian Siemiatkowski for product feedback. 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. Klarna seeks to challenge 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. 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.