Case Study: IKEA achieves faster self-service and lower maintenance costs with Artificial Solutions

Artificial Solutions Enables IKEA to Self-Serve Ask Anna

IKEA, the global home furnishings brand, needed greater autonomy over its virtual assistant Ask Anna to speed up updates, lower maintenance costs, and improve customer self-service on its website. Working with Artificial Solutions, IKEA wanted a solution that could support multilingual, multi-country customer support while also helping shoppers find products and answers faster.

Artificial Solutions implemented Teneo Studio so IKEA teams could manage and update Ask Anna locally using graphical dialog flows and global workflow controls. The upgraded assistant now handles 21 languages, connects to IKEA’s product catalog, offers product recommendations and post-purchase help, and supports over 1 billion website visits annually, with 20% of visitors using Ask Anna. This has improved service efficiency, reduced pressure on contact centers, and enabled faster, more localized customer support.

IKEA

Evangelia Koutountzas

Global Customer Relations Manager