The brief
The challenge.
Routine customer questions were an opportunity to automate support while making more room for specialist help.
The work
The approach.
IKEA introduced Billie, an AI chatbot for customer enquiries. Alongside this, colleagues were reskilled for remote interior-design advice, digital sales and more complex support.
Reported outcome
47%
of enquiries resolved by Billie, as reported by Ingka Group for 2021-2023
In its June 2023 report, Ingka Group said Billie resolved approximately 47% of received customer enquiries between 2021 and 2023, while colleagues moved into more specialist customer roles.
Source article (opens in a new tab)Digitbite perspective
What this means for your project.
Start with a bounded set of common questions. Give customers a clear route to a person, and measure resolution quality alongside the volume of automated replies.