Aryan Aras
Global Customer Experience Management Lead
“I was motivated by the need to better understand and serve our customers. The biggest challenge was integrating LLM technology in a way that stayed user-friendly. The most rewarding moment was seeing how quickly we could transform feedback into actionable insights, elevating our customer experience.”
Our customer looked for opportunities to even more effectively leverage their repository of customer feedback and internal retail best practices to enhance customer experience. This opportunity to engage the organisation on voice of the customer insights offers significant potential to adapt to customer needs & improve the customer journey.
To address this challenge, our team leveraged intelligent technology to develop a "customer expert" that would augment IKEA teams with voice of the customer intelligence. We focused on implementing a Large Language Model (LLM) and applied RAG techniques to recognise and generate text based on the client’s repository of customer feedback and internal home furnishings knowledge base. This LLM was specifically designed to understand, analyse and generate actionable and relevant customer insights, while being simple and user-friendly to navigate. To ensure simplicity was at the heart of innovation, we also created a user (chat) interface, which ensured ease of access and efficiency in retrieving relevant information.
IKEA leveraged this pilot LLM to excite and engage the business on utilising relevant and accurate insights for improving the Customer Experience
We are now building upon this pilot to scale the pilot into a full production model
We are sharing our experience to help IKEA develop it's own team's knowledge on LLM technology