Dunelm Enhances Product Discovery with Google Cloud's Advanced Generative AI Technology
Customer Company Size
Large Corporate
Region
- Europe
Country
- United Kingdom
Product
- Vertex AI Search for Retail
- Google Cloud
Tech Stack
- Generative AI
- AI-driven product discovery
Implementation Scale
- Enterprise-wide Deployment
Impact Metrics
- Customer Satisfaction
- Digital Expertise
Technology Category
- Analytics & Modeling - Generative AI
- Platform as a Service (PaaS) - Data Management Platforms
Applicable Industries
- Retail
Applicable Functions
- Sales & Marketing
- Business Operation
Use Cases
- Predictive Replenishment
- Retail Store Automation
Services
- Software Design & Engineering Services
- System Integration
About The Customer
Dunelm is a leading UK homewares retailer known for its extensive range of homeware and furniture products. The company has a strong presence in the retail market, offering a wide variety of products that cater to different home needs. Dunelm is committed to providing a superior shopping experience, both online and in-store, and is continuously looking for ways to innovate and enhance its offerings. With a focus on customer satisfaction and digital transformation, Dunelm aims to be 'The Home of Homes,' providing inspiration and quality products to its customers. The company is large and well-established, with a significant market share in the UK retail sector.
The Challenge
Towards the end of 2023, Dunelm recognized an opportunity to modernize its website search capabilities. The existing first-generation search engine was not meeting the evolving needs of their customers, leading to a less than optimal shopping experience. The challenge was to transition to a more advanced system that could provide a seamless and personalized shopping journey. The goal was to reduce search friction and improve the overall customer experience by making it easier for customers to find the products they want. This was crucial as website search abandonment was costing retailers millions annually, with consumers unable to find specific products.
The Solution
Dunelm partnered with Google Cloud to implement a new generative AI-driven product discovery solution on its website. By transitioning to Google Cloud's Vertex AI Search for Retail platform, Dunelm aimed to provide a seamless and increasingly personalized shopping journey for its customers. This collaboration involved the use of advanced AI technologies to enhance the online shopping experience, making it easier for customers to discover and engage with Dunelm products. The implementation was supported by Kin + Carta, who assisted with the initial design and experimentation of the program. The new system significantly improved the search experience, reducing search friction and allowing customers to quickly find the perfect products for their homes.
Operational Impact
Quantitative Benefit
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