Maintain a customer-centric focus
IKEA is also leveraging technology to improve the overall customer experience: Specifically, in early 2024, the company unveiled a generative AI (Gen AI) shopping assistant, much like a chatbot, that allows consumers to ask questions about the IKEA catalogue and the availability of products at a particular store.
The tool can also provide direct links to purchase products from IKEA's website, creating a more seamless shopping experience for customers.
As more companies, especially in retail, use AI to create these experiences, IKEA's approach remains focused on supporting the customer experience.
“We are taking a pragmatic, action-focused approach, learning by doing and leveraging the early work of the Responsible AI Framework,” Francesco Marzoni, Chief Data and Analytics Officer at IKEA Retail, emphasized in a statement at the time.
“We have activated a broad ecosystem of partners to enable several experiments, allowing them to participate in the evolution of AI while developing their enterprise strategy.”
This digital transformation initiative will not only improve IKEA’s operational efficiency across the globe, but also make tasks like inventory management and customer service easier.
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