Ikea · 7× · last seen Aug 01, 2026
Billie is the AI-powered customer service chatbot of the Ingka Group (largest IKEA retailer). The bot was launched in fiscal year 2021 and uses AI and Natural Language Processing (NLP) to answer routine customer inquiries such as order status, delivery times, opening hours, and product information around the clock on the IKEA website. Between 2021 and 2023, Billie resolved approximately 47% of all incoming customer inquiries (around 3.2 million interactions) and enabled savings of nearly 13 million euros; newer estimates suggest up to 57% of inquiries resolved. It is an internal IKEA/Ingka tool without a standalone, publicly accessible product or pricing page, so no commercial license or pricing model for third parties exists.
Features
| Deployment Model | Cloud/web-based, available 24/7, can handle multiple conversations simultaneously |
| Use Case Scope | Customer service: checking order status, store opening hours, rescheduling deliveries, reporting missing or damaged items |
| Integrations | Uses AI and natural language processing (NLP); accesses product database for recommendations and interior design support |
| Platform | Chatbot integrated on the IKEA website (yellow chat bubble), accessible via the contact page |
| Release Date | Launched in fiscal year 2021 (FY21) at Ingka Group |