In 2021, IKEA had a customer service problem that it couldn’t automate away.
While some callers were asking about delivery times or return policies, others wanted help designing their homes. No chatbot was going to solve that.
Ingka Group, the largest IKEA franchisee, deployed its AI assistant, Billie, across customer service channels that year. By 2023, the chatbot was handling roughly 47% of …
