Klarna launches AI hotline for direct CEO feedback
STOCKHOLM, SWEDEN — The Swedish buy now, pay later company Klarna has unveiled a groundbreaking AI-powered CEO hotline, giving its 100 million global users the chance to speak directly with an interactive avatar of CEO Sebastian Siemiatkowski.
The service, which launched on June 12, 2025, in the United States and Sweden, allows consumers and merchants to provide product feedback, raise concerns, and ask questions in a one-on-one conversation with “AI Sebastian”—an avatar trained on the real CEO’s voice, insights, and experiences.
Real-time conversations, instant action
Unlike traditional feedback methods that rely on forms and surveys, Klarna’s hotline uses advanced AI to engage users in natural conversations.
Each call is instantly transcribed and summarized by a large language model, with actionable insights sent directly to Klarna’s product and engineering teams.
“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,” said Siemiatkowski.
“Now, customers can simply speak their minds, and their insights are delivered to the right people internally in real time, for them to fix.”
Klarna claims this process can shorten feedback loops from months to minutes, with some suggestions potentially leading to product improvements as soon as the next day.
Challenging industry norms
The AI CEO hotline marks a sharp departure from the banking industry’s reliance on standardized surveys and Net Promoter Scores, which often yield low engagement and slow results.
Klarna’s approach aims to make feedback more engaging and actionable. The company points to major tech successes—like Amazon Prime and Netflix Offline Viewing—that originated from customer suggestions, not executive vision alone.
Building on Klarna’s AI momentum
This initiative builds on Klarna’s broader AI strategy. Its AI chatbot now handles 1.3 million customer interactions monthly, equivalent to the work of 800 full-time agents, reducing repeat inquiries by 25% and cutting average resolution times from 12 minutes to under 2 minutes.
Klarna has also replaced over 1,200 external SaaS tools with an internally built, AI-optimized tech stack. Additionally, revenue per employee has surged by 152%, reaching nearly $1 million annually since adopting AI-driven efficiencies.
How to access Klarna’s AI CEO hotline
The AI CEO hotline is available immediately via dedicated phone numbers in the U.S. (+14246675385) and Sweden (+46852512594), with support in English and Swedish. Calls are free, and Klarna plans to expand the service to additional markets later this year.
