Klarna introduces AI hotline that lets customers talk to its CEO

The technology behind the hotline isn’t just for show. Each interaction generates a transcript and summary, analyzed instantly by a large language model. This information feeds into Klarna’s internal systems, where product teams can review, prioritize, and act on feedback—sometimes within 24 hours.

Replacing surveys with conversations

The initiative challenges long-standing industry norms around customer input. While most financial institutions still rely on static surveys and Net Promoter Scores, Klarna is betting on more dynamic, human-like conversations. The goal: higher engagement and more actionable insights. Klarna argues that traditional methods are slow, impersonal, and often ignored by both users and companies.

Klarna CEO Siemiatkowski describes the new hotline as a response to outdated feedback loops. “Now, customers can simply speak their minds,” he said, contrasting the new model with the “tedious” nature of conventional surveys.

Part of a broader AI strategy

The AI CEO Hotline is part of Klarna’s larger pivot to AI. The company’s existing chatbot now handles 1.3 million interactions per month, reducing response times and workload. Klarna has also removed over 1,200 external software tools in favor of a custom-built tech stack optimized for AI.

As Klarna continues to explore the role of AI in financial services, the CEO Hotline may mark a new direction in customer engagement—more direct, more immediate, and potentially more impactful.