Home Depot is leveraging GenAI to enhance its online shopping experience, aiming to match the in-store customer service experience.
Home Depot has been integrating GenAI into its website and mobile app for a year, with plans to expand into product review summaries and AI-driven design ideas. The AI-powered tools assist shoppers with product inquiries, project guidance, and personalized recommendations. The retailer also intends to use AI to assist professional contractors, a growing customer segment as DIY sales decline. Improved browsing and search capabilities have already increased engagement and conversion rates.
One challenge is consumer ambivalence toward AI, requiring seamless integration that enhances rather than disrupts the shopping experience. By refining AI interactions, Home Depot aims to create a more intuitive and efficient online platform. The company sees GenAI as a tool for driving omnichannel growth, as nearly 40% of consumers engage through both online and in-store channels.
Retailers across industries are embracing GenAI, with 57% of marketing and sales teams in retail investing in AI-driven strategies. Home Depot’s expansion of AI capabilities signals a broader trend in the industry, as companies seek to improve customer experiences, streamline operations, and drive sales through intelligent automation.