As an example, he flagged a customer support chatbot with agent Genai, which answers 75% of customer questions. “We started working together on this over two years ago, but for a long time we've learned what are the key success factors that create a chatbot with a functioning genai, and produced real results from the hype.”
Meanwhile, coworkers' virtual assistants can help live agents provide efficient, correct, personalized support using Genai and data. Additionally, fully automated, AI-driven analytics of customer interactions provide datasets. This is used to promote the addition of non-value, improvements to products, delivery and other services and eliminate support needs.
Esping said: “The reason for all of this is to have a high quality, reliable, accessible data foundation and data platform. It makes it easy for analysts and AI models to use the correct data that is easily available, but that's not the case.
“Now is the time for me to move on to new challenges. IKEA and people are always close to my heart, and it feels like a second home. I strongly believe in getting old, complacent, always moving forward and evolve. Value.”
He concluded: “Thanks to everything I have worked with over the years, we are delighted that we at Ikea have worked together across the team and the organization towards a common goal and vision.
In response to Esping's LinkedIn Post, Cristina Rutgers -Astolfi, global analytics head, customer support at IKEA, said:
“You've been a trustworthy ally ever since I joined. I've learned a lot from your clear thinking, product thinking and your ability to move things forward without losing sight of people.
Retail Award RTIH AI
RTIH, the industry-leading organizer of the RTIH Innovation Awards, proudly presents the first edition of RTIH AI at the Retail Awards.
As we witness the revolution in digital transformation across all channels, AI tools are reshaping omnichannel games, from customer experience personalities to inventory optimization, discovering insights into consumer behavior, and enhancing the human elements of retailers' business.
With AI and Gen AI in particular rocking the “severe hyped” tag in 2025, set to be the year in which they will be incorporated into retail business processes, the newly launched awards celebrate global technology innovation in a fast-moving omni-channel world, and as a result, the benefits of retailers, shoppers and employees.
The 2025 winners are companies that not only recognize the possibilities of AI, but also make them available for use in everyday work.
The winners will be announced at an evening event held in the Barbican in central London on Wednesday, September 3rd.
This begins with a stunning conservatory drink reception followed by a three-course meal and a yard room awards ceremony.
If you have any questions or need more information, please email editor Scott Thompson: scott.thompson@retailtechinnovationhub.com
Key date 2025
Friday, July 18th: Award Entry Deadline
Tuesday, July 22nd: Finalists for 2025 are revealed
Wednesday, July 23rd – Friday, August 8th: Review date
Wednesday, September 3rd: Winners were announced at the Retail Awards Ceremony at RTIH AI in 2025 and held at Barbican in central London.
