Klarna CEO Sebastian Siemiatkowski surprised many at London SXSW with fresh insights on the company’s evolving human-AI balance strategy.
While Klarna previously reduced staff by introducing AI agents, the company now plans to reintroduce humans for VIP-level service experiences.
“Two things can be true,” he said, referring to the idea that automation and human interaction can coexist within modern businesses.
Klarna’s Shift: From Headcount Cuts to Personalized Care
Just two years ago, Klarna had 5,500 employees; now, that number stands closer to 3,000, thanks largely to AI implementation.
AI significantly reduced Klarna’s customer service costs, improving revenue per employee and overall operational efficiency in multiple departments.
Even so, Siemiatkowski believes humans will still play a role, especially for VIP service, likening it to bespoke tailoring.
“People value human interaction the way they value handmade products,” he said, while also praising AI for automating repetitive tasks.
Investing in People, Not Just Bots
Instead of expanding headcount, Klarna plans to redirect cost savings into employee cash and equity compensation packages, creating stronger retention.
This signals a more nuanced approach to the human-AI balance, one that acknowledges emotional connection while embracing machine efficiency.
Additionally, the CEO emphasized that engineers remain relatively safe, but even their roles could shift as businesspeople learn to code.
“There’s a new class of professionals emerging,” he said, adding that coders with business acumen will gain increased value in fintech.
The CEO Is Learning to Code with AI Help
Interestingly, Siemiatkowski uses ChatGPT as a private tutor, helping him better understand Klarna’s data systems and technical challenges.
“I’ll paste Slack threads into ChatGPT and ask if it makes sense,” he shared, explaining how he now joins engineering discussions.
This learning approach aligns with Klarna’s larger human-AI balance, encouraging adaptability rather than division between people and technology.
Fintech, Scams, and the Risk of Trust
However, Siemiatkowski also raised serious concerns about AI-driven scams, especially in high-trust societies like Sweden and Singapore.
He noted that AI enables fraudsters to exploit institutional trust more easily, a rising issue for both consumers and regulators.
As fintech grows more sophisticated, the human-AI balance must include safeguards to protect end users from digital deception and manipulation.
Data Consolidation and Klarna’s Software Overhaul
Klarna recently stopped using platforms like Salesforce and Workday, opting to consolidate data for more streamlined AI integration.
“If we needed client info, we had to check Slack, GSuite, Salesforce—it was inefficient,” said Siemiatkowski.
Now, Klarna has eliminated 1,200 smaller software tools, allowing AI systems to access unified data without delays or silos.
IPO on the Horizon and a Hint of Politics
Although tight-lipped, Siemiatkowski hinted Klarna may soon move forward with its long-anticipated IPO, depending on market conditions.
“I’m happy there’s less turbulence,” he smiled, offering only a small clue about Klarna’s public listing plans.
Finally, in a lighter moment, he wished for the UK to rejoin the EU, earning a loud applause from the audience.
Rebuilding with Intention
While Klarna continues to champion AI efficiencies, it also aims to elevate customer care with human touchpoints when it matters most.
The company’s vision of human-AI balance blends digital power with real connection—a rare yet thoughtful approach in modern fintech.
Whether it’s using AI as a tutor or scaling personalized service, Klarna’s human-AI balance may shape how others follow.