BFM 89.9

Podcast  >  Enterprise  >  Enterprise Explores  >  AI Assembled: How IKEA's BILLIE AI Could Change The Face of Customer Experience

AI Assembled: How IKEA's BILLIE AI Could Change The Face of Customer Experience

Byron Fernandez, Executive Vice President & Group Chief Information Officer , TDCX

10-Jul-23 12:00

AI Assembled: How IKEA's BILLIE AI Could Change The Face of Customer Experience

In June, the robot takeover took another step forward as IKEA assembled its own AI chatbot called Billie. Yes, they named their AI chatbot after their bookshelves. Billie will be taking over routine customer queries and IKEA says it has handled 47% of these kinds of inquiries to call centres over the past two years.

Now one of the key concerns when we hear something like this, is job losses, but IKEA says that its use of AI, currently, won’t mean job losses as they’re retraining call centre workers to become interior design advisers. Some 8,500 workers have made the switch since 2021.

So while concerns over job losses have been offset for now, it does bring up another big question for businesses - how does the rise of tech and AI Chatbots change the way businesses need to think about their customer experience and service strategies?

We explore the importance of Customer Experience, the need of the human element, and what the future of CX could look like with Byron Fernandez, Group Chief Information Officer and Executive Vice President of TDCX, a business process outsourcing (BPO) service provider.

Produced by: Roshan Kanesan

Presented by: Roshan Kanesan, Richard Bradbury

This and more than 60,000 other podcasts in your hand. Download the all new BFM mobile app.

Categories:  CorporatesmanagingtechnologySMEthe workplace

Tags:  service strategiesaichatbotikeacustomer servicecustomer engagement

Play / Pause

Listen now : The Selector

Today’s Shows

10:00 AM

Pick of the Pops (REPEAT)


12:00 PM

Bar None (REPEAT)

1:00 PM

Ringgit & Sense (REPEAT)

The Muslim Pilgrim's Progress: Planning For Umrah Or Hajj; Suraya Zainudin, Financial Blogger, Ringgit Oh Ringgit

1:30 PM

The Property Show (REPEAT)

Club Med Leading the Way In Green Resorts; Rachael Harding, CEO, East and South Asia & Pacific, Club Med | Gregory Lanter, Chief Development and Construction Officer, Club Med

2:00 PM

Cruise Control (REPEAT)

Max Fun in the Maxed Out Isuzu D-Max X-Terrain; Daniel Fernandez, Managing Editor,

3:00 PM

Marketing Mojo (REPEAT)

Don’t Get Distracted by Tech, The Consumer Is Key; Mário Braz de Matos, Co-founder and Managing Partner, Flying Fish Lab

4:00 PM

The Bigger Picture (REPEAT)

The Real Problem: Inequality, Not Refugees; Dr Melati Nungsari, Prof of Economics, Asia School of Business

5:00 PM

TED Radio Hour

6:00 PM

Earth Matters (REPEAT)

Birds For Mangroves!; Ashley Yeong, Environmental Journalist, Macaranga | Wong Siew Lyn, Editor and Co-founder, Macaranga | Dato' Dr Amar-Singh HSS, Editor, Malaysian Bird Report

7:00 PM

Back To Back (REPEAT)

Ep111 - Sabrina Carpenter

9:00 PM

The Selector