Home Depot announced the rollout of an AI‑powered phone‑agent system built on Google Cloud’s Gemini Enterprise for Customer Experience. The new voice agents let callers state their reason in natural language, instantly identify intent, and either provide a solution or transfer the call to a human associate, eliminating the need for complex phone menus.
In a pilot that covered 50 U.S. stores, the agents recognized customer intent in fewer than 10 seconds and delivered support four times faster than traditional menus. Real‑time translations also enable service in multiple languages, broadening accessibility for the company’s diverse customer base.
The launch aligns with Home Depot’s strategy to embed technology into the contractor workflow and enhance the in‑store experience. By reducing call handling time, the system frees associates to focus on shoppers, improving customer satisfaction and operational efficiency across the retail network.
"Nobody likes getting trapped in a phone menu. When a customer calls us, they just want to get help as quickly as possible," said Jordan Broggi, executive vice president of customer experience and president of online at Home Depot. "Using customer service AI voice agents, we're moving away from 'Please listen to these options' and toward 'how can I help?'"
"The Home Depot is a prime example of how retailers and large enterprises can use AI to move beyond automation and deliver real customer value at scale," said Darshan Kantak, vice president, Applied AI, Google Cloud. "By integrating Gemini Enterprise for Customer Experience capabilities, The Home Depot isn't just directing traffic or routing calls—it is instantly understanding a customer's true intent and applying the reasoning of an expert associate to find solutions."
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