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Google Cloud Retail Australia

Bunnings Group Limited

Customer Service Automation

Bunnings Group Limited 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.

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Enabled 2x online conversions on the Buddy agentic shopping assistant
Launched the Buddy AI assistant in six weeks on Google Cloud

Reported impact

Business outcome

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.

  • Customer Experience
  • Revenue Growth
  • Speed to Market

Solution

Bunnings used Gemini Enterprise for CX to build Buddy, an agentic shopping assistant, in just six weeks. Bunnings Group Limited 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. 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. (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.

Solution architecture

2 components · 1 layer
  1. Serving
    • Gemini Enterprise for Customer Experience Powers the conversational assistant that guides customers through projects, questions, and service interactions.
    • Agent Search Retrieves indexed project, product, and knowledge content for the customer assistant.

Architecture clues

  • Agent Search
  • Gemini Enterprise for Customer Experience (CX)

Evidence from the source

Bunnings used Gemini Enterprise for CX to build Buddy, an agentic shopping assistant, in just six weeks.
Enabled 2x online conversions on the Buddy agentic shopping assistant
Gemini Enterprise for Customer Experience (CX)
Launched the Buddy AI assistant in six weeks on Google Cloud
Significantly lifted average order value with Gemini Enterprise for CX
Working directly with the Google engineering team, Bunnings brought Buddy to market in just six weeks after previously laying groundwork with
Transparency Evidence & methodology 75/100 reference value · 77% confidence · 1 source

Review how this reference was scored and trace each normalized claim back to its documented source.

01

Scoring methodology

How scores are calculated

Customer Reference Value measures usefulness as a customer reference. Evidence Confidence measures the quality and traceability of available evidence, not independent verification.

Customer reference value75/100
  • Problem clarity20/20
    Measures whether the customer's operational problem is specific enough to compare.
  • Implementation depth15/25
    Rewards named components, data flow, integrations, and architecture detail.
  • Outcome specificity20/20
    Measures whether the reported benefit is concrete rather than a generic claim.
  • Quantified impact15/25
    1 metric describe measurable impact.
  • Deployment scale5/10
    Rewards evidence of a live or scaled deployment and meaningful integration scope.
Evidence confidence77%
  • Source authority20/25
    The main evidence is an official vendor-published customer story.
  • Claim traceability21/25
    10 of 12 key fields link to a named source.
  • Direct evidence20/20
    6 direct source quotes retained.
  • Date provenance0/10
    The publication date has no documented provenance.
  • Source transparency8/10
    1 source reference document publisher, URL, authority, retrieval, and supported fields.
  • Implementation specificity8/10
    Rewards source-backed components, data flow, quantified impact, and a specific outcome.
02

Traceability

Sources & provenance

Field coverage shows which facts each source supports. Dates are shown only when documented by the source.

  1. Google Cloud

    Bunnings Group Limited customer story

    First-party
    https://cloud.google.com/customers/bunnings
    Source type
    Vendor-published customer story
    Supports
    • Customer
    • Business problem
    • Solution
    • Products
    • Solution components
    • Data flow
    • Integrations
    • technical area
    • use case category
    • Business outcome
    • outcome category
    • Metrics
    • Architecture
    • evidence quotes

Date evidence

  • First archived Oct 5, 2026 · Internet Archive · Independent First Wayback Machine capture; confirms the page existed by this date, not when it was published.
    Open date source
  • Sitemap last modified Aug 18, 2026 · Google Cloud · Publisher metadata Publisher-reported modification timestamp; not a publication date.
    Open date source
Not separately sourced Industry, Region, Company size. Treat these normalized attributes as lower-confidence until a dedicated source is added.

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