The Home Depot launches customer service AI voice agent phone system with Google Cloud

The Home Depot has announced new AI powered phone agents designed to get customers the help they need faster. Built on Google Cloud's Gemini Enterprise for Customer Experience, these allow customers to skip phone menus and get straight to solving their home improvement problems through natural conversation.

Now, when calling a Home Depot store, customers can state the reason for their call in their own words. The new system is designed to understand what they need help with immediately, while ensuring they always have the option to speak directly with a human associate. Real-time translations also enable support for customers in any language.

According to early results from a 50-store pilot, AI voice agents understand why a customer is calling in fewer than 10 seconds, getting them to a solution four times faster than navigating traditional phone menus. Additionally, Home Depot associates in the pilot also reported higher job satisfaction, with more time to focus on in-store shoppers.

"Nobody likes getting trapped in a phone menu. When a customer calls us, they just want to get help as quickly as possible," says 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?' AI does a tremendous job at recognising customer intent and taking direct action to help complete a purchase or even start a service request. And of course, if they need to speak with an associate, we'll quickly connect them."

"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," says 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."

2026 RTIH Innovation Awards

AI will be a key focus area at the 2026 RTIH Innovation Awards.

The awards are now open for entries and celebrate global retail technology innovation in a fast moving omnichannel world.

Our winners will be revealed at the 2026 RTIH Innovation Awards Ceremony, taking place at The HAC in Central London on Wednesday, 4th November.

Check out our 2025 winners here.

Our 2025 hall of fame entrants were revealed during a sold out event which took place at The HAC on 16th October and consisted of a drinks reception, three course meal, and awards ceremony presided over by award winning comedian, actress and writer Tiff Stevenson.

In his welcome speech, Scott Thompson, Founder and Editor, RTIH, said: “This is the awards’ fifth year as a physical event. We started off with just 30 people at the South Place Hotel not far from here, then moved to London Bridge Hotel, then The Barbican, and last year RIBA’s HQ in the West End.”

“But I’m conscious of the fact that, to quote the legend that is Taylor Swift, You’re only as hot as your last hit, baby. So, this year we’ve moved to our biggest venue yet, and also pulled in our largest number of entries to date and broken attendance records.”

He added: “This year’s submissions have without doubt been our best yet. To quote one of the judges: The examples of innovative developments across both traditional and digital retail spaces were truly remarkable.”

Congratulations to our winners, and a big thank you to our sponsors, judging panel, the legend that is Tiff Stevenson, and all those who attended our 2025 gathering.