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Klarna is experimenting with a novel approach to customer feedback: an AI-powered hotline featuring a digital version of CEO Sebastian Siemiatkowski. This “AI Sebastian” allows users to engage in conversations, providing feedback on products, voicing concerns, and suggesting improvements directly to a simulation trained on Siemiatkowski’s voice, insights, and experiences.

The AI can answer questions about Klarna’s vision, mission, history, and trajectory. The hotline generates transcripts and summaries, analyzed by an LLM and displayed on an internal dashboard. This near real-time feedback loop enables product and engineering teams to quickly identify actionable insights and prioritize development tasks, potentially leading to rapid product iterations.

The “AI Sebastian” hotline is currently available in the US at +14246675385 and in Sweden at +46852512594. Early tests suggest the AI chatbot focuses primarily on gathering feedback relevant to Klarna’s products and services.

This move extends Klarna’s embrace of AI, building on previous deployments like replacing the CEO in earnings reports with AI. The trend echoes OpenAI’s offering, which allows users to speak to their ChatGPT AI via a hotline at 1-800-CHATGPT.