Source: https://www.linkedin.com/pulse/ikea-just-proved-ai-should-create-better-jobs-fewer-neil-terry-afnze/
Summary
This article uses IKEA’s Billie customer service chatbot as an example of AI that creates capacity rather than redundancies.
It describes how IKEA handled almost half of customer enquiries with AI, then retrained around 8,500 support staff into higher value, customer facing roles focused on interior design plus consultative support.
The central message is that leaders should stop asking what jobs AI can replace and instead ask what higher value work people can do once routine tasks are automated.
It frames the future as human plus AI. AI handles routine work, people focus on empathy, judgement, creativity, relationship building, plus deeper customer understanding.