Klarna CEO Sebastian Siemiatkowski believes that artificial intelligence can do all of the work. His new chatbot is more booked.
The Swedish fintech company known for Buy Now has created an AI version of Siemiatkowski that allows customers to pay for later services and seek support. The hotline was launched in the US and Sweden on Thursday.
I called my US number and spoke to the chatbot. It helped me learn more about purchasing power, expanding on some of SiemiantKowski's views on AI, and sharing a more modest view of the role of AI in the workforce.
Siemiatkowski is a supporter of the AI voice, and Klarna is openly experimenting with the technology. The company said 96% of its employees use AI every day.
“AI includes all of our own work,” Siemiatkowski said in a January X post, as it has reasoning capabilities.
He explained: “It's just why our work is combined with knowledge/experience, and the most important breakthrough, reasoning lies behind us.”
In May, Siemiatkowski provided Klarna's quarterly revenue report using AI Doppelganger. He also said in a press release that Klarna's “AI-First Strategy” is driving returns. For example, AI is helping to increase revenue per employee, “cutting costs across the business” and expanding its merchant network, the company said.
Still, Siemiatkowski's AI chatbot said there are jobs that AI can't replace.
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Do you think AI will completely replace humans? ai siemiatkowski: No, I don't think AI will completely replace Klarna's human customer service. AI handles about two-thirds of customer interactions and provides quick solutions to everyday queries, allowing human teams to focus on more complex issues that require empathy and deeper understanding. ” We believe that the best experience comes from combining AI efficiency with real human connections.
The bot did not precisely elaborate on the work that Klarna continues to use humans. I've reiterated that AI is useful, but Klarna still needs the human touch.
In February 2024, Kralna said that. AI Customer Service Agents can work on par with 700 full-time human employees.
Siemiatkowski (The Human) said in an October “Grit” podcast that Klarna continues to hire some engineers, but Klarna has “stop hiring because of AI.”
When asked whether AI will lead to more unemployment, Siemiatkowski's AI said that the question is what people think more widely in Klarna.
Does this AI speed mean that workers lose their jobs, or at least some workers lose their jobs? ai siemiatkowski: That's a really important question and something that many people think about. At Klarna, we see AI as a tool that helps us work smarter, not necessarily as a complete replacement for people. Our goal is to use AI to handle more routine tasks. This frees up human teams and focuses on more complex issues that require empathy and deeper understanding. This actually makes their work more rewarding and allows them to provide a higher quality service.
More broadly, AI certainly transforms society and it is important to think about how we, as a society, can support people through these changes. It's about thoughtful progress and ensuring that you support everyone along the way, while embracing innovation.
ai siemiatkowski appears to have been media trained as it was only pasted on Klarna and Klarna topics. We asked him what he thinks about the Trump administration and the payment platforms of the rivals.
“I understand your point, but my focus is strictly on gathering Klarna's products and customer feedback,” Bot said. “I'm here listening to your experience at Klarna and how we can make things even better for you.”
Fairpoint, ai siemiatkowski.
