IKEA Partners With Google Cloud to Enhance Omnichannel and Customer Service Capabilities

IKEA has partnered with Google Cloud to improve it technological capabilities, including the implementation of AI and machine learning tools, upgrading omnichannel capabilities and exploring new customer service offerings. The retailer already was using Google Cloud to help scale operations during the coronavirus pandemic and will continue looking into new possibilities.

IKEA already has used cloud technology to generate training data models in order to create more efficient picking routes and increase capacity for large web traffic and online order volumes. The retailer and Google are exploring additional uses for the tech, including:

  • Harnessing AI for better customer recommendations;
  • Offering chatbots for simpler, improved customer experiences; and
  • Launching 3D visualization design tools to picture furniture in photorealistic rooms.

“With a growth mindset, we’ll continue to listen, learn and adapt our business to meet our customers where they are,” said Barbara Martin Coppola, Chief Digital Officer at IKEA Retail in a statement. “We want to create an experience unlike any other, with the uniqueness of IKEA at the core.”


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