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.
In April, IKEA expanded its interior design services to the UK and United States, after previous launches in parts of Europe, Australia, the United Arab Emirates and elsewhere. In the UK, customers pay 25 pounds for a 45-60 minute interior design advice video call and suggested product list, and can pay 125 pounds for three workspace design consultations, a floorplan and 3D visuals.
"We're committed to strengthening co-workers' employability in Ingka, through lifelong learning and development and reskilling, and to accelerate the creation of new jobs," said Ulrika Biesert, global people and culture manager at Ingka Group. Sales by phone or video of products and services through Ingka's remote interior design channel accounted for 1.3 billion euros of revenue in Ingka's 2022 financial year - 3.3% of the total. Ingka Group told Reuters it aims to grow that share to 10% by 2028 as part of a push to appeal to future Gen Z customers.
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