IKEA orchestrates faster, more resilient incident resolution with a code-first approach to agents and automation

Creating orchestrated workflows for faster, more resilient support operations

As incident investigations became increasingly manual and time-consuming, IKEA wanted a better way to coordinate automation, AI-driven reasoning, and human expertise while maintaining visibility and control.

Using the UiPath Platform™, IKEA built an incident support solution that combines agents, automation, and human oversight to streamline investigations and accelerate response times.

Rather than creating a single automation, IKEA designed specialized agents that worked together throughout the investigation process. One agent standardizes and summarizes incident details, another analyzes transaction data, logs, and code changes to identify likely causes, and a third generates clear updates for users and support teams.

Because ‌agents can begin investigating incidents immediately, engineers often start their day with a diagnosis, supporting evidence, and a recommended response already prepared—instead of beginning from a blank slate. This reduces the time spent gathering information and allows teams to focus on understanding issues, making decisions, and resolving problems.

What makes the approach unique is IKEA's decision to build it using a code-first model. By using the UiPath Python SDK, the team could work within familiar engineering practices such as version control, CI/CD pipelines, and enterprise development standards. The approach also makes it easier to combine AI-driven reasoning with deterministic automation in the same workflow, applying AI where judgment is needed and automation where consistency and predictability matter most.

Governance was a critical requirement from the start. IKEA needed confidence that decisions and actions remained transparent, explainable, and auditable while protecting enterprise data. The UiPath AI Trust Layer helps support these requirements and provides the confidence to scale AI responsibly across operations.

It's not always about measuring only time saved. There's also cognitive work you no longer have to do manually.

Martin Ollinen · Systems Engineer at IKEA

As IKEA continues to explore new ways to bring agents, automation, and people together, the company is building a more scalable and resilient support model while laying the foundation for future business orchestration initiatives.

Outcomes:

• Faster incident investigations: enabling support teams to gather context, analyze issues, and begin troubleshooting more quickly

• SLAs maintained at reduced cost: sustaining incident resolution targets with significantly less manual effort and operational overhead

• Greater visibility and governance: providing clearer insight into actions, decisions, and outcomes while supporting auditability and enterprise controls

• Reduced cognitive workload: minimizing repetitive investigative work so technical teams can focus on higher-value problem solving