Google Cloud’s AI push helps fuel Bunnings innovation

“That’s why Bunnings is betting on Agent AI,” she said. “Since we launched it [in Australia April] this year, Buddy is really delivering strong customer engagement.

“A number of you will not yet have put it through its paces, but we’re also seeing more than a doubling of our online conversion rates … [as well as a significant increase in basket size for Buddy users, particularly when they’ve had a number of turns in the conversation.”

There are significant plans for Buddy, with the introduction of product pages on the website, alongside a reimagined approach to supporting trade and commercial customers using the Google Customer Experience platform.

“Some of it’s possible now, some of it will take time, but Buddy has really expanded our sense of what’s possible in delivering the best experience,” Elliott noted. “More broadly, we hope that Buddy helps Australians and Kiwis navigate the shift that AI agents will bring.

“We’re proud to have Bunnings, in partnership with Google, play a role in this journey [and] helping more people accomplish their goals more easily.”