IKEA Is Retraining Call-Handlers as Interior Design Advisors

An AI chatbot answers nearly half of customer inquiries. But rather than losing their jobs, call-handlers are reskilling to offer advice as part of IKEA’s interior design service. Customers pay for a video call with a design adviser who can order floorplans and other design tools to help them. 8,500 call-handlers have made the leap to design advisers since 2021.