Meet Sofia – the AI chatbot assistant introduced by IKEA Bulgaria & powered by Microsoft

Meet Sofia – the AI chatbot assistant introduced by IKEA Bulgaria & powered by Microsoft

IKEA Bulgaria is introducing an Artificial Intelligence chatbot based on Microsoft’s OpenAI GPT-4 technology. It is named “Sofia” and its development and integration is a result of the brand’s active search for innovative ways to meet their customers’ expectations and to offer wider variety of services. In this way, the company will enrich the consumer experience and make the shopping journey even more convenient and enjoyable by saving customers’ time.

Sofia chatbot will cover the entire consumer journey – from searching for products to responses to queries on online orders’ status, store opening hours, services, warranty and other frequently asked questions.

The project, developed by House Market SA part of Fourlis Group, is launched in Bulgaria and is set to expand to Greece and Cyprus, will be rolled out in three phases in 2023 and 2024. During this first phase, the chatbot will guide consumers through the IKEA portfolio while providing the assistance they need to find products that meet their preferences and needs, assembly instruction and other detailed information. The next phase will consist of the possibility to contact a customer service agent, in case of more complex issues.

“We know our customers, we know what their needs are that is why we are constantly improving our services, so that they can meet our customers’ expectations and make sure they always leave our store satisfied. Powered by artificial intelligence “Sofia”, our new virtual assistant, will make shopping easier, more enjoyable and efficient. This is just the next step of our overall strategy to improve the customer experience through digital means. We are proud to partner with Microsoft to offer this leading technology to our customers,” said Nikos Yfantidis, Head of IKEA Bulgaria.

Yanna Andronopoulou, Microsoft General Manager for Greece, Cyprus and Malta commented: “We are delighted to be the tech partner of choice for IKEA and for being able to provide solutions that can enhance the overall brand experience. This new chatbot is only one example of how AI can transform the entire consumer journey making it more convenient and enjoyable; one example of the formidable position we are in to deliver on our promise for impactful AI transformation that helps our customers achiever more and grow. I am eager to see this rolling out to Greece and Cyprus next.”

About IKEA

IKEA offers well-designed, functional and affordable, high-quality home furnishings made with care for people and the environment. There are several companies with different owners operating under the IKEA brand, all sharing the same vision: to create a better everyday life for many people. IKEA was founded in Sweden in 1943.

 About Housemarket

IKEA entered the Bulgarian market in 2011 through the Bulgarian subsidiary of Housemarket S.A, part of the Fourlis Group, which holds the rights to trade under the IKEA brand under a franchise agreement. The Group’s Retail Home Furnishings activity today operates 20 IKEA stores in total (in Bulgaria, Greece and Cyprus) of different sizes and formats.

About Inter IKEA Group

The Inter IKEA Group comprises Inter IKEA Systems B.V., IKEA of Sweden AB, IKEA Supply AG and IKEA Industry AB. Inter IKEA Holding B.V. is the holding company of the Inter IKEA Group.


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