IKEA has retrained around 8,500 call centre employees after introducing its AI-powered customer service assistant, Billie, choosing workforce transformation over layoffs. Launched in 2021, Billie now handles routine requests such as order tracking, returns, stock availability and store information, assisting 74 percent of customers compared with 47 percent during its early deployment. Rather than reducing headcount, IKEA invested roughly two years in reskilling employees for more complex customer support and remote interior design sales roles. These specialists now help customers redesign living spaces, plan kitchens and complete purchases online. IKEA's remote sales centres generated €1.25 billion in the last financial year, up from €1.08 billion a year earlier, while customer satisfaction increased from 60 percent before the AI rollout to 89 percent. New customer service hires now complete five to six weeks of specialised training before supporting customers.
IKEA has retrained around 8,500 call centre employees after introducing its AI-powered customer service assistant, Billie, choosing workforce transformation over layoffs. Launched in 2021, Billie now handles routine requests such as order tracking, returns, stock availability and store information, assisting 74 percent of customers compared with 47 percent during its early deployment. Rather than reducing headcount, IKEA invested roughly two years in reskilling employees for more complex customer support and remote interior design sales roles. These specialists now help customers redesign living spaces, plan kitchens and complete purchases online. IKEA's remote sales centres generated €1.25 billion in the last financial year, up from €1.08 billion a year earlier, while customer satisfaction increased from 60 percent before the AI rollout to 89 percent. New customer service hires now complete five to six weeks of specialised training before supporting customers.