Homeware retailer Dunelm has launched ‘Ask Dunelm’, a new AI-powered shopping assistant which allows customers to search for items or ask questions of the shopping agent in their own words and receive tailored advice and recommendations.
The launch makes Dunelm one of the first retailers in the UK to launch the new-generation multi-modal shopping agent utilising Google Cloud’s Gemini Enterprise for Customer Experience product suite. ‘Ask Dunelm’ is already live on the customer app, which the company introduced earlier this year, and which has already been downloaded by more than 500,000 customers.
Growing omnichannel functionality
The launch of the AI shopping agent is the latest step in Dunelm’s omnichannel evolution. Its digital platform includes Click & Collect integration, product information and in-store functionality.
John Gahagan, chief technology & information officer at Dunelm, described ‘Ask Dunelm’ as a “significant step up in how customers can discover our products.”
He added: “Customers increasingly expect digital experiences that are intuitive and tailored to their needs. By combining our deep understanding of home and customer preferences with Google Cloud’s industry-leading AI capabilities, we’ve created a tool that can help customers navigate choices, find inspiration and confidently create homes they love.”
The ‘Ask Dunelm’ launch follows Dunelm reporting a solid finish to FY26, with total-year sales rising 3.1% to £1.83 billion, which the company attributes to its investment in its digital capabilities. With the homeware market proving relatively resilient to the current economic headwinds, and customers continuing to invest in affordable uplifts to their homes, helped by the slight uptick in the housing market, the company is also pushing through physical retail plans with a view to further growth in FY27.
Stay informed
Our editor carefully curates two newsletters a week filled with up-to-date news, analysis and research. Click here to subscribe to the FREE newsletter sent straight to your inbox. Why not follow us on LinkedIn to receive the latest updates on our research and analysis?
