Enabled 2x online conversions on the Buddy agentic shopping assistant
Significantly lifted average order value with Gemini Enterprise for CX
Launched the Buddy AI assistant in six weeks on Google Cloud
Bunnings used Gemini Enterprise for CX to build Buddy, an agentic shopping assistant, in just six weeks.
Bunnings used Gemini Enterprise for CX to build Buddy, an agentic shopping assistant, in just six weeks.
Bridging physical and digital shopping
while enforcing safety guardrails
Bunnings is a DIY retailer renowned for its store teams that provide practical, trusted advice. However, online experiences are typically more transactional, and customers planning complex home projects often do not know all the components or equipment they need.
To solve this, Bunnings turned to Google Cloud to launch “Buddy,” an agentic shopping assistant. Built on Gemini Enterprise for Customer Experience (CX), Buddy guides customers through designing a project online. By codifying safety guardrails with the Google team, Bunnings ensured the tool prevents customers from attempting dangerous jobs themselves.
Google Cloud had the solution we were looking for and the one that we could work on most quickly. We could see the value that Gemini Enterprise for CX was going to offer, and Google Cloud made it super easy for us to work together.
Genevieve Elliott
CIO, Bunnings
Accelerating time-to-market and driving ROI
Working directly with the Google engineering team, Bunnings brought Buddy to market in just six weeks after previously laying groundwork with Agent Search (formerly known as Vertex AI Search). Since launch, Bunnings is seeing more than double the online conversion rate for transactions with Buddy, along with a significant uplift in average order value.
Looking ahead, Bunnings plans to expand Buddy to New Zealand and integrate the assistant directly onto specific product pages. The retailer will also leverage Gemini Enterprise for CX to develop solutions for its trade and commercial customers, proving this early success is just the beginning of its AI transformation.
Bunnings Group Limited is the leading retailer of home improvement and outdoor living products in Australia and New Zealand, catering to both consumer DIYers and trade professionals.
Industry: Retail and Consumer
Location: Australia
Products: Gemini Enterprise for CX, Agent Search (formerly known as Vertex AI Search)
