Home Depot AI customer service is rolling out as the retailer replaces traditional phone menus with a new voice agent designed to speed up support and simplify customer calls. The company said the system can help callers reach solutions four times faster than older phone menu systems.

Home Depot AI Customer Service Ends Traditional Phone Menus

Instead of listening through multiple menu options, customers can now explain in their own words why they are calling. The AI system then directs them to the right solution.

According to Home Depot, the new tool can identify a caller’s need in less than 10 seconds. The company said the change was made because customers do not want to be stuck navigating long phone menus when they have projects or jobs to complete.

Smarter Support and Faster Shopping Help

The Home Depot AI customer service system is connected to the retailer’s product catalog and proprietary knowledge base. That allows the voice agent to do more than basic call routing.

Using a customer’s project description, the AI can build a ready-to-buy digital cart based on real-time inventory and include the items needed for the job. It can also send product links, start service requests, and assist with purchases over the phone.

The system is trained to handle common tasks from start to finish, including checking order status, confirming product availability, and sharing store details. It also supports real-time translations for multilingual customers.

Human Support Still Available

Home Depot said customers will always have a direct path to a human associate if needed.

Jordan Broggi, executive vice president of customer experience and president of online, said the company is moving from “please listen to these options” toward a more natural “how can I help?” approach. He added that AI is highly effective at recognizing customer intent and taking action quickly.

Powered by Google Gemini

The new voice system is built on Google Gemini for Customer Experience and uses Gemini conversational AI audio models.

Darshan Kantak, vice president of Applied AI at Google Cloud, said the rollout shows how retailers can use AI to move beyond automation and deliver customer value at scale. He said the system is designed to understand real customer intent and apply the reasoning of an expert associate.

Expansion Planned Across U.S. Stores

Home Depot tested the system in 50 stores through a pilot program. According to the company, those locations reported improved efficiency and higher job satisfaction, as associates spent more time helping in-store shoppers.

Over the next year, Home Depot AI customer service will expand to all U.S. stores.

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