IKEA deployed an AI chatbot named Billy to handle routine customer queries, achieving a 57 per cent resolution rate without human intervention, but rather than reducing headcount, the company reskilled support staff to become interior design consultants, monetising the 43 per cent of unresolved cases that required human expertise and generating approximately Rs 9,000 crore in new revenue within the first year. This approach demonstrates a balanced automation strategy that contrasts with competitors like Klarna, which faced service quality issues from over-reliance on AI, positioning human agents in higher-value advisory roles where automation has inherent limitations.
IKEA replaces some human roles with AI for customer queries, builds Rs 9,000 crore design business MSN
IKEA replaces some human roles with AI for customer queries, builds Rs 9,000 crore design business indiatoday.in