Klarna has introduced a direct hotline to an AI avatar of its CEO, Sebastian Siemiatkowski, allowing customers in the U.S. and Sweden to offer conversational feedback. The avatar, trained on Siemiatkowski’s voice and experiences, gives users a one-on-one, real-time channel to share product feedback, raise issues, and ask questions about Klarna’s mission and company story.
The AI Sebastian first appeared during Klarna’s financial results presentation, delivering company highlights to investors. Now, it’s being used to turn traditional feedback collection into a dynamic and interactive experience. Customers can speak naturally, and their feedback is instantly transcribed, summarized by an LLM, and sent to Klarna’s product teams via a live innovation dashboard.
Klarna says this approach enhances engagement while accelerating internal responsiveness. Insights are reviewed in real time and prioritized for product improvements. The company’s broader AI strategy is already handling 1.3 million monthly customer interactions, slashing average resolution times and reducing repeat queries by 25%.
CEO Siemiatkowski says the move aims to end dull survey forms and empower customers to speak their minds, making their voices directly actionable within Klarna.