Does AI Lead To Job Losses – not at IKEA

Introduction

It’s now widely accepted that as AI is rolled out across multiple industries, one of the negative outcomes will be job losses. From investment banks to law firms, customer service to tech companies – the results are already being felt. However, one global retailer is bucking the trend, so when you ask the question ‘does AI lead to job losses’ the answer may well be, not at IKEA.

What’s Happening at IKEA?

IKEA’s customer service bot Billie continues to be rolled out. In its first two years Billie resolved up to 47% of customer queries, but now that number is up to 74%!

Billie was launched in 2021 to handle repetitive customer service queries, including store opening hours, order updates, availability checks, and returns. Billie’s success demonstrates the positive power of AI when it is directed to resolve everyday tasks.

Shouldn’t that be a worry for customer service employees?

It seems not. IKEA are instead retraining 8,500 to manage more complex customer service queries, migrate to telesales positions and high value customer propositions. AI has freed up IKEA employees from routine tasks to develop customer excellence.

Against The Grain

Rather than view AI as a cost cutting exercise, IKEA views it as an opportunity to reinvest in building brand loyalty, sales and customer experience. Is this approach an indication of what progressive organisations will pursue?

Omnireach Digital Chat Platform

At Saascoms we don’t have Billie, but we do have our AI powered digital chat platform, Omnireach, which our clients use to similar effect. Webchat, SMS, Social Media, Email and more, Omnireach manages customer enquiries across multiple platforms.

ID & V, balance checks, appointment setting, payments, personal detail changes and more can all be managed autonomously by Omnireach. Should the query be more complex, or Omnireach has identified a vulnerable customer, the query and all past communication is passed to a live agent – with everything on one screen.

Omnireach is a multiple award winning platform.

Conclusion

Not every company will adopt the same approach as IKEA, but the question, ‘does AI lead to job losses’ is not as black and white as it seems. The battle to retain and grow customers may require a team effort between AI and humans.