Klarna Brings Back Human Customer Service
AI and Humans Coexist in Klarna’s Strategy
Klarna CEO Sebastian Siemiatkowski revealed at London’s SXSW that the fintech company is reintroducing human customer service despite its successful AI implementation in recent years. “My wife taught me something,” Siemiatkowski said, addressing reports about their hiring reversal. “Two things can be true at the same time – we can leverage AI efficiency while valuing human connection.”
From AI Optimization to Human-Touch Service
The company had previously reduced its workforce from 5,500 to approximately 3,000 employees through AI automation that replaced 700 full-time equivalent positions. This technological shift significantly boosted revenue per employee while lowering operational costs.
“We’re now reinvesting a majority of those savings into employee cash and equity compensation,” Siemiatkowski noted. “But we recognize human customer service as a premium offering – like handmade clothing versus machine-made.”
The Future of Work: Business-Savvy Engineers
Siemiatkowski shared insights about evolving workplace dynamics:
Emerging Hybrid Roles
- Business professionals learning to code with AI assistance
- Engineers developing stronger business acumen
- Cross-functional teams empowered by AI tools like ChatGPT
“I personally use ChatGPT as a coding tutor,” the CEO revealed, explaining how it helps him engage in technical discussions about Klarna’s data systems.
AI’s Dark Side and Data Challenges
Siemiatkowski acknowledged growing concerns about AI-powered scams, particularly in high-trust societies like Sweden and Singapore. “AI is accelerating this problem,” he stated.
The company addressed its controversial decision to abandon Salesforce and Workday by emphasizing data consolidation. “We eliminated about 1,200 small software services to create AI-compatible data streams,” Siemiatkowski explained.
Looking Ahead
Regarding Klarna’s potential IPO, the CEO remained cautiously optimistic: “I’m happy there’s less market turbulence now.” In a lighter moment, he joked that if he had one wish, he’d “make the UK part of the EU again,” drawing applause from the London audience.