Klarna CMO Creates AI Clone to Field Complaints After Budget Cuts

He refused to read the angry messages himself

Klarna’s CMO David Sandström says he built an AI version of himself to handle angry customer comments after budget cuts. Instead of personally responding, the AI “clone” is tasked with venting and follow-ups, reflecting a shift toward automation for reputation management. Sandström framed it as avoiding “whining,” raising questions about transparency and accountability in customer service.