IKEA has shown the world a smart way to use artificial intelligence. The Swedish furniture giant used AI to improve business without firing workers. Instead of layoffs, the company retrained staff and earned an extra $1.4 billion in revenue.
IKEA launched an AI chatbot named Billie to handle customer questions. Billie quickly took care of 47% of routine inquiries like order tracking, returns, and delivery times. This freed up time for 8,500 customer service employees. Many companies might have cut jobs at this point, but IKEA chose a better path.
The company launched a big reskilling program. They trained these 8,500 workers to become remote interior design consultants. Using their customer service experience and new skills, the employees now help shoppers plan room designs, suggest furniture, and make better buying decisions. AI supports them in this new role.
This move created a completely new service line. In its first full year, remote interior design services brought in about €1.3 billion (roughly $1.4 billion). It added real value for customers and opened growth for IKEA. The total workforce stayed almost the same.
IKEA’s success proves AI can handle boring tasks while humans focus on creative and personal work. Many experts now see this as a global example. Companies can use AI to change roles, boost productivity, and grow business without hurting employees.
