Key priorities for 2025: 

• Ensure Transparency: Make AI models transparent so consumers know when they are interacting with a human or a chatbot. 
• Empowers Consumer Choice: Give customers the option to speak with a human representative instead of a chatbot, whenever they prefer.
• Provide Opportunities: Prepare employees for AI advancements by giving them hand-on experience.  

Artificial intelligence (AI) is transforming how businesses operate and how consumers interact with businesses across all industries. Among its advancements, generative AI stands out for its ability to drive innovation, enhance customer experiences, and foster more inclusive systems.

While this technology has the potential to save consumers time and boost productivity, its success relies on collaboration between companies and policymakers. By prioritizing transparency, ensuring accessibility, and encouraging businesses to equip their employees with the skills to leverage AI effectively, we can unlock its full potential for everyone.

Ensure Transparency 

At Klarna, we embraced OpenAI technology early, integrating ChatGPT into our customer service chatbot, the Klarna AI Assistant. This innovation has delivered real results: reducing wait times and improved accuracy for customers. This reflects meaningful improvements for consumers nationwide. Instead of waiting on hold or navigating endless transfers, customers can resolve issues faster, freeing up time for their families, work, or personal priorities.

Transparency has been central to our approach. Every user interacting with the Klarna AI Assistant is clearly informed they are engaging with a chatbot, and those who prefer speaking to a human can easily make that choice. We believe this clarity and flexibility are essential to delivering a positive customer experience—and, quite simply, it’s the right thing to do.

That’s why we advocate for policymakers and regulators to require companies to ensure consumers know when they are speaking with AI and always have the option to connect with a human. Transparency and choice should be the gold standard in customer service.

Provide Opportunities for Workers

At Klarna, equipping employees with OpenAI’s tools has not only boosted productivity but also empowered team members from all backgrounds to learn new skills and grow professionally. Marketing leaders are learning to code, public affairs teams are summarizing lengthy documents in minutes, and collaboration has improved company-wide. Initiatives like internal Klarna AI office hours give employees the chance to explore tools, ask questions, and innovate —practices that should become standard.

As policymakers consider AI regulations, we believe it’s essential to encourage businesses to invest in innovative AI tools for existing and new employees. By fostering on-the-job learning, we can ensure AI drives progress and opportunity for all.

Conclusion

By prioritizing transparency, empowering consumer choice, and equipping employees with the tools and opportunities to learn, we can harness the full potential of artificial intelligence while ensuring a fair and inclusive future. As we navigate this transformative era, collaboration between policymakers and businesses will be key to creating a balanced approach that benefits consumers, employees, and the economy alike.