Home Depot Replaces Menus
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Home improvement giant Home Depot is replacing rigid phone menus with voice agent that lets callers simply explain what they need. In a 50-store pilot, the system handled intent in under 10 seconds and proved four times faster, while also building carts, starting service requests, resolving common questions, and routing customers to associates when needed.
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Customer Service
Home Depot swapping phone menus with AI-powered agent
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June 25, 2026
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The Home Depot is swapping out its customer service phone menus with an AI-powered voice that allows customers to state why they’re calling and achieve faster service.
The agent is built on Google Gemini for Customer Experience and runs on the latest Gemini conversational AI audio models, according to a press release. The agent, during a pilot phase at 50 stores, revealed it’s four times faster than a phone menu approach.
The home improvement retailer said it takes less than 10 seconds for the AI agent to understand why the customer is calling. The agent can also build a digital shopping cart, initiate service requests and resolve common inquiries from start to finish. It’s expected to be deployed at U.S. stores this year.
“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 recognizing 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,” Jordan Broggi, executive vice president of customer experience and president of online, said in the release.
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