Ingka Group, the largest retailer of Ikea, has successfully implemented an artificial intelligence (AI) powered chatbot named Billie, bringing numerous benefits to both customers and co-workers. With the integration of AI and natural language processing (NLP), Ikea’s chatbot has transformed the way the company interacts with its customers in real-time.
Billie, the AI-powered chatbot, possesses the capability to understand customer queries, provide detailed product information, offer personalised recommendations, and even assist in designing entire interior spaces without requiring human intervention. This level of personalisation not only enhances customer satisfaction but also fosters increased loyalty, according to Parag Parekh, the Chief Digital Officer at Ingka Group.
One of the significant advantages of Billie is its availability around the clock, allowing customers to engage with the chatbot at any time. Moreover, Billie’s multitasking capabilities enable it to handle multiple conversations simultaneously, ensuring efficient and prompt customer support.
Since its introduction in the fiscal year 2021, Billie has successfully resolved approximately 47 per cent of customer inquiries, which accounts for an impressive 3.2 million interactions. This automated solution has resulted in cost savings of nearly € 13 million.
By automating simpler customer inquiries, Billie empowers co-workers to take on more value-adding roles, particularly in remote selling. As a result, 8,500 call center co-workers have gained a diverse skill set, including remote interior design competence, digital retail sales, relationship building, and complex problem-solving.
The success of Ingka Group’s remote customer meeting points is evident in its sales figures, which reached € 1.3 billion by the end of FY ’22, representing 3.3 per cent of total sales. The company aims to increase this share to 10 per cent in the coming years, further emphasising the importance of digital solutions like Billie in driving growth and customer engagement.
