IKEA's AI chatbot Billy handles over half of customer queries
Business
IKEA's AI chatbot, Billy, is now handling over half of customer questions (think order tracking and product info), freeing up time for the team.
This smart move highlights how automation can make things smoother without losing the human touch.
IKEA retrains staff as paid consultants
For trickier stuff like interior design advice, IKEA retrained its support crew as paid consultants.
This shift didn't just keep jobs safe: it actually brought in nearly €1 billion extra in the first year by turning expert help into a whole new service.