Klarna CEO says company will use humans to offer VIP customer service | TechCrunch
Jun 04, 2025 - techcrunch.com
Klarna CEO Sebastian Siemiatkowski discussed the company's evolving approach to integrating artificial intelligence with human labor at London SXSW. While Klarna initially reduced its workforce from 5,500 to 3,000 by implementing AI to handle tasks equivalent to 700 workers, Siemiatkowski emphasized the continued value of human customer service as a premium offering. He highlighted the importance of balancing AI and human roles, noting that engineering positions have remained relatively stable, but the rise of business-savvy individuals who can code is becoming increasingly valuable. Siemiatkowski himself uses AI tools like ChatGPT to enhance his coding skills and understanding of data, which he believes has improved Klarna's operations.
Siemiatkowski also addressed the challenges posed by AI, such as the increase in fintech scams, and explained Klarna's decision to stop using Salesforce and Workday to consolidate data for better AI integration. Regarding Klarna's potential IPO, he was noncommittal but expressed optimism about the current market stability. Additionally, he humorously expressed a wish for the U.K. to rejoin the EU, which was met with applause from the audience.
Key takeaways:
Klarna CEO Sebastian Siemiatkowski discussed the balance between AI and human workers, emphasizing that AI can handle repetitive tasks while human customer service remains a premium offering.
Siemiatkowski highlighted the growing importance of business-savvy individuals who can code, as they can effectively leverage AI and their business understanding.
Klarna stopped using Salesforce and Workday to consolidate data for easier AI integration, discontinuing around 1,200 small software services.
Siemiatkowski expressed a desire for the UK to rejoin the EU, which was met with applause from the audience.
