LONDON : IKEA is training call centre workers to become interior design advisers as the Swedish furniture giant aims to offer more home improvement services and hand run-of-the-mill customer queries to an artificial intelligence bot called Billie.
Ingka says it has trained 8,500 call centre workers as interior design advisers since 2021, while Billie - launched the same year with a name inspired by IKEA's Billy bookcase range - has handled 47 per cent of customers' queries to call centres over the past two years. Asked if the increased use of AI was likely to lead to a reduction in headcount at the company, Biesert said:"That's not what we're seeing right now."
In comparison, online sales of products via IKEA's website, which is owned by Ingka, amounted to around 9.9 billion euros, or 25 per cent of total sales in Ingka's financial year ending Aug. 31, 2022.
Source: Tech Daily Report (techdailyreport.net)
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