United KingdomRetail and e-commerce2023 – ongoingDunelm Group
Generative AI product search on Dunelm.com
Dunelm replaced its first-generation site search with Google Cloud's generative AI and cut zero-result searches below 1%
Problem
Dunelm's first-generation search engine made it harder for online shoppers to find products. The retailer wanted better ways to connect products to customers.
Approach
Dunelm began looking at an upgrade towards the end of 2023. It moved to Google Cloud's Vertex AI Search for Retail on Dunelm.com. Kin + Carta, now part of Valtech, helped with the initial design and experimentation. Testing ran in early 2024.
Results
Takeaway
The only result reported is a low zero-result rate from testing. Dunelm gave no figures on sales or conversion.
Categories
- Size
- Large enterprise
- Industry
- Retail and e-commerce
- Business function
- Marketing and sales
- Innovation type
- Product and service innovation
- AI technology
- Generative AIRecommendation and personalization
- Adoption
- Vendor solution
- Evidence
- Vendor case study
Sources
Source summaries
Google Cloud's press release says Dunelm moved from a first-generation search engine to Vertex AI Search for Retail. It quotes Dunelm's technology chief on connecting products to customers. The one result given is that fewer than 1% of search terms return no results.
Full details are in the original sources.