HORNBACH has launched a virtual assistant based on artificial intelligence on the local market, integrated into its online store, marking an expansion of digital tools used in DIY retail. The company states that this solution is the first implementation of its kind in the DIY segment in Romania.

The new tool is designed to support customers in the planning and execution stages of home improvement or renovation projects. Features include product recommendations based on the described project, calculation of material requirements, and provision of practical guides for various tasks. The system uses internal data on available assortments and provides responses tailored to the context provided by the user.

In addition to technical support, the assistant provides information on product availability and their location in physical stores, as well as answers to operational questions related to orders, delivery, or returns. It operates continuously and can respond in up to 50 languages, based on generative artificial intelligence technology.

The solution was developed in collaboration with Homie AI. Its implementation reflects a broader trend of integrating digital tools into sales and support processes, particularly in segments where purchasing decisions require a high level of information.

The initiative aligns with the retailer’s omnichannel strategy, aiming to integrate online and offline channels. In this model, digital tools extend customer interaction beyond the physical store and standardize access to information.

The adoption of such solutions comes at a time when consumers seek fast and personalized support for DIY projects, while retailers aim to reduce reliance on direct in-store staff interaction. At the same time, the efficiency of these tools will depend on data accuracy and their ability to meet varied requirements specific to individual projects.