The results show that conversational artificial intelligence working in such a way really relieves consultants. It helps in a way as close as possible to human assistance. The IKEA chatbot does not require selecting an answer from a list, but answers open-ended questions asked in a way that is comfortable for the customer and from a wide range of topics. – comments Marcin Liszewski, Business Leader IKEA Polska Thanks to that, we are able to answer customers’ questions immediately 24/7. It is already doing the work of dozens of consultants, and as we train it with new knowledge, its effectiveness increases.Ĭhatbot helped reduce the load on the IKEA hotline, which increased significantly after the IKEA stationary stores were closed due to the epidemic. At peak times, it speaks with up to 60 people at once. It resolves more than half of the incidents correctly and automatically. The IKEA chatbot already handles 5000 calls a day.
As a result, it is able to significantly relieve the burden on the IKEA hotline, involving the consultant only in difficult conversations. Unlike first-generation chatbots, the robotic consultant at IKEA correctly answers most customer questions in natural language, forgives typos, keeps context, gives parameterized answers, and handles long questions. The chatbot, available at answers customer questions on 400 topics about ordering, delivery, payment, complaints, returns, promotions or stores.
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