Klarna CEO on AI, Human Connection, and the Future of Work

Klarna CEO on Balancing AI and Human Workforce in Customer Support

At the recent London SXSW event, Klarna CEO Sebastian Siemiatkowski addressed the company's evolving approach to AI and human workers. Responding to headlines about Klarna hiring humans after previously relying heavily on AI, he made a simple but powerful point: “Two things can be true at the same time.”

Siemiatkowski explained that Klarna did reduce hiring and implemented AI agents that replaced the workload of about 700 employees. This shift led to a drop in staff numbers from 5,500 to around 3,000 over two years. The company lowered salary expenses and is now reinvesting those savings into employee cash and equity compensation.

But this doesn't mean humans are out of the picture. He compared human customer service to handcrafted clothing—something special and worth paying for. “We can use AI to take away boring, manual jobs, but we’re also going to promise our customers a human connection,” Siemiatkowski said.

The Changing Role of Engineers and Business Skills

Currently, Klarna’s engineering roles haven’t shrunk as much as other departments, but that might change. Siemiatkowski noted a growing trend of business professionals learning to code, which he sees as valuable. He pointed out many engineers lack business savvy, but those who combine coding with business knowledge will be increasingly important.

Siemiatkowski himself uses ChatGPT to learn coding and better understand Klarna’s data. This hands-on use of AI helps him contribute more effectively to technical discussions. “I take a Slack thread, throw it into ChatGPT, and ask, ‘This makes sense, right?’” he shared. He treats ChatGPT like a private tutor.

Security Concerns and Data Consolidation

Rising scams are a growing problem, especially in high-trust societies like Sweden. AI accelerates this trend, complicating fraud prevention in fintech and beyond. Klarna is aware of these challenges as it balances technology and trust.

To better leverage AI, Klarna moved away from tools like Salesforce and Workday. The company wanted to consolidate data, avoiding the inefficiency of pulling information from multiple platforms like Google Suite, Slack, and others. This consolidation involved dropping about 1,200 smaller software services, aiming for smoother AI integration.

Looking Ahead: IPO and Industry Reflections

Asked about Klarna’s pending IPO, Siemiatkowski was cautiously optimistic, noting calmer market conditions. When given the chance to change one thing, he joked about wishing the U.K. was still part of the EU, which drew applause from the audience.

What Customer Support Professionals Can Take Away

• AI will continue to handle routine, manual tasks, freeing up humans to focus on complex, meaningful interactions.
• Human customer service remains a premium offering—building trust and connection.
• Developing hybrid skills—combining business knowledge with technical AI tools—will increase your value.
• Using AI tools like ChatGPT can enhance your understanding and efficiency in customer support roles.
• Data consolidation is key for companies aiming to make AI work smoothly, impacting how customer information is accessed and used.

For customer support professionals interested in learning how to work effectively alongside AI, exploring courses on ChatGPT and automation can provide practical skills to stay ahead.