Ingka Group, Ikea's largest retailer, implemented an AI chatbot for customer service. The chatbot handled 47 percent of customer calls, potentially displacing 8,500 workers. Instead of layoffs, Ingka Group retrained these employees for new roles. They now provide premium interior design services, creating a new revenue stream. This strategy generated €1.3 billion in 2024 and avoided job losses.
https://www.inc.com/stephanie-davis/layoffs-workers-ai-ikea-leadership-playbook-grow-revenue/91364108