As artificial intelligence continues to shape how consumers search, shop, and interact with retailers, Home Depot is taking an active approach to learning and adaptation. Rather than waiting for customer expectations to settle, the company is investing early in AI tools to better understand how shoppers engage with the technology and how it can enhance, rather than replace, trusted brand relationships.
Company leaders have emphasized that AI-powered experiences must reflect the same standards as in-store service. For Home Depot, this means ensuring that digital assistants communicate with the same helpfulness, accuracy, and authority customers expect from associates on the sales floor. Maintaining a consistent brand voice is a priority, particularly as shoppers increasingly rely on chatbots and virtual assistants for guidance on home improvement projects.
A key focus of Home Depot’s strategy is embedding its own knowledge base into AI systems, instead of relying solely on external large language models. By doing so, the retailer aims to ensure that AI responses feel like authentic Home Depot interactions and reinforce its role as a trusted source of expertise. Leaders note that this approach requires significantly more data and collaboration with technology partners than traditional keyword-based search.
Transparency is another central element of the company’s AI efforts. Home Depot is experimenting with clear but unobtrusive ways to let customers know when they are interacting with AI, while also setting realistic expectations about the technology’s limitations. The goal is to build trust without adding friction to the shopping experience.
Home Depot’s approach highlights how AI can be deployed thoughtfully to support customer service, reinforce brand identity, and build long-term confidence. WR will continue to track how retailers navigate these evolving technologies and their impact on the retail landscape.
