The Home Depot is deploying AI-powered voice agents to manage incoming calls to its stores, following a pilot that showed significant gains in speed and efficiency. The system will be rolled out across all U.S. locations over the next year.
The technology allows customers to describe their needs in natural language, removing the need to navigate traditional phone menus. A direct option to speak with a human associate remains in place.
In a 50-store pilot, the AI agents were able to identify the purpose of a call within 10 seconds and resolve queries up to four times faster than legacy systems.
The system can handle routine requests such as checking order status, confirming product availability and providing store details. It can also take further action, including sending product links to a customer’s cart or assisting with purchases.
The approach reflects a broader shift away from rigid IVR systems toward conversational interfaces that prioritise speed and ease of use.
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While the technology is designed to reduce friction, the retailer is maintaining a hybrid model. Customers can still be routed to in-store associates, particularly for more complex or high-value queries.
Industry analysts note that while consumers often prefer human interaction, the key driver of satisfaction is effort reduction rather than the channel itself. If an issue is resolved quickly, AI-led interactions typically do not harm long-term loyalty.
That said, over-reliance on automation carries risks. Scenarios involving poor call quality, strong accents or complex issues still require human intervention, particularly for “white glove” service categories such as appliances.
For Home Depot, the benefit is not just customer-facing. By offloading routine queries to AI, store associates can focus on in-store service and higher-value interactions.
The rollout sits within a wider strategy to modernise customer experience and streamline operations through automation, to reallocate labour toward more impactful touchpoints.
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