Ace Hardware Deploys AI Assistant to Help Store Staff Serve Customers
Ace Hardware has rolled out an AI assistant called Hey ARMA to more than 2,300 stores, giving associates real-time access to product information, project advice, and recommendations. The tool launched in late April as part of the retailer's effort to strengthen its in-store experience.
Hey ARMA helps store associates answer customer questions faster by surfacing product comparisons, project guidance, and information about items customers have purchased elsewhere. The assistant works behind the scenes, allowing staff to spend less time searching for answers and more time talking with customers.
"Technology should make the customer experience better by helping our people do what they do best," Andy Enright, senior vice president of retail strategy and operations at Ace Hardware, said in a statement. "Hey ARMA gives our associates the information they need in the moment."
Ace Hardware operates more than 8,800 locally owned and operated stores globally and plans to expand Hey ARMA's availability beyond its current rollout.
Other Retailers Moving in the Same Direction
Ace is not alone in using AI for Customer Support. Kohl's launched an AI analytics tool last month to help staff compare product trends and identify growth drivers. Walmart introduced an AI agent for store associates last year, and Lowe's deployed Mylow Companion, an assistant that helps workers answer customer questions.
Financial Performance
Ace Hardware's revenues have grown recently. In February, the company reported Q4 revenue increased 10% year over year to $2.5 billion, though net income fell 18% to $44.2 million. Full-year revenue climbed 5.8% to $10 billion.
The deployment of AI Agents & Automation reflects a broader retail strategy: using technology to make frontline workers more efficient rather than replacing them.
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