deathboy | Nov. 26th, 2003

Well, there's a step in the right direction for automated customer service...

I just had my MegaBed delivered from IKEA and, typically, the friendly chaps from TNT omitted one of the (essential) pieces. I'm also to blame because while I counted the number of items I'd been given, I didn't know what kind of box a "DOKKA N MIDBEAM" came in. Ho ho.

Anyway, I went to the Ikea website and fired up the ChatBot from the "IKEA help centre" link.

Much to my suprise, the conversation went like this:

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Hello
Welcome to IKEA. How can I help you?

One of the parts to my bed is missing.
Do you want to pick up the part from your local IKEA store or do you want us to send it to you (it will take about 10 days)?

I'd like to pick it up, please.
You need to bring proof of purchase and the part number of the fittings you require. You can find the part number on the assembly instructions.

Where is the nearest IKEA to me?
I will now try to help you to find out the closest IKEA store to your home. Can you tell me the first section of your post code, please?

E2
If E2 is your post area, then the closest IKEA store to your home is Croydon.

Thanks
You are welcome.

What is your name?
I am Anna, the IKEA Online Assistant.

How old are you?
I prefer not to discuss my age; let's talk about IKEA.

Ok
Very well.

How clever are you, exactly?
I have a vast knowledge base with lots of information about IKEA, our products and services. Ask me a question about IKEA and test me yourself.

Nice shirt!
All of IKEA's products are made to the highest standards, including myself.

Leopard
I know people love animals, but I'm here just to talk about IKEA.

Bye!
Goodbye. Thanks for taking the time to talk to me.

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Various other questions would give a preliminary answer and send the original browser window to relevant areas of their site, telling you where to get started looking for that kind of information. Silly questions quite often got an answer (and a "Let's talk about IKEA!" - Eliza-tastic!) and nonesense was politely acknowledged as such.

Cute :)