Technology
Home Depot's tech fellow shares computer vision strategy
Hari Ramamurthy, technology fellow at The Home Depot, explains how the home improvement retailer is tapping computer vision to prep the retailer’s stores.
December 8, 2023 by Judy Mottl — Editor, RetailCustomerExperience.com & DigitalSignageToday.com
As consumers increasingly return to physical retail stores to shop and browse, The Home Depot is busy making sure there's inventory on the shelves and that store associates have technology that helps prioritize work tasks and well as prep for the biggest retail season of the year — the upcoming holiday season sale.
To learn how The Home Depot is deploying technology, specifically computer vision, RetailCustomerExperience interviewed Hari Ramamurthy, technology fellow, in an email interview. The Home Depot technology team built technology called Sidekick, in-house developed app, to eliminate the gap between supply and demand not just for the busiest shopping time of the year but year-round.
As RetailCustomerExperience reported in November, Home Depot captured the highest market share across retailers, 31.9%, in September and won in every region except in the South where Lowe's captured a bit more with 33.6%, according to a Numerator research tracking report regarding consumer behavior. Earlier this year, in March The Home Depot launched a Virtual Kids Workshop experience on Roblox's Redcliff City. The experience challenges players to learn by collecting materials to build projects and marks the home improvement retailer's foray into the metaverse, according to a press release.
Q. First, can you define what the role of Technology Fellow is at The Home Depot, and how long you have been in the role, and what prompted you to take the role?
A. As a Technology Fellow at The Home Depot, I leverage my deep technology expertise and understanding of the business to help shape our technology strategy and roadmap. In this strategic advisory role, I guide key technology initiatives and investments to drive innovation and have an enterprise-wide impact. I have been in this role for over two years.
After being an engineer at Home Depot for over a decade, I was drawn to the Technology Fellow position. I was delighted to take on a more strategic role focused on emerging technologies and high-impact initiatives.
As a Fellow, I have focused on evaluating cutting-edge technologies like AI and machine learning and guiding our cloud migration. This role allows me to combine my technical depth with business acumen to help shape the future technology capabilities powering Home Depot. I enjoy tackling complex strategic challenges, mentoring talented engineers, and collaborating cross-functionally to build customer-focused solutions at scale, delivering business value that improves experiences for thousands of associates and millions of customers.
Q. Can you give an example of a typical day in your job?
A. In my role as a Technology Fellow, every day is different, which keeps things exciting. A typical day involves a mix of strategic and hands-on work. I may start collaborating with engineering teams, providing guidance to refine solution designs and optimize both technical and business outcomes. A crucial part of my day is bridging connections across different groups - synthesizing insights from technology and operations teams to inform decision-making.
I also experiment with emerging tech, building prototypes and keeping abreast of industry trends. Mentoring promising engineers, helping them develop solutions, and working through technical challenges are some of the most rewarding parts of my day. In addition, I meet with technology and business leaders, consult on strategy, and evaluate tech investment trade-offs. I aim to bring engineering rigor and an innovative lens to business challenges.
On any given day, I may go from tinkering with a new algorithm to reviewing a solution architecture to weighing in on an AI proof-of-concept approach. Varied perspectives and cross functional work allow me to connect the dots and help drive our technology vision and roadmap forward. While fast-paced, the diversity of work and the opportunity to shape cutting-edge initiatives are incredibly motivating. My focus is delivering solutions that create value for the business and our millions of customers.
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| Hari Ramamurthy. Photo courtesy of The Home Depot. |
Q. So let's talk computer vision — a technology helping prioritize tasks for The Home Depot's associates. Can you give more insight on how that came about, what it means to the customer experience, and if it required any associate training or mindset change?
A. At The Home Depot, we strive to empower our associates to deliver the best customer experience possible — and that starts with equipping them with the tools they need to thrive in their roles. Earlier this year, we rolled out Sidekick, our in-house developed app that helps associates prioritize and complete tasks. Sidekick lives on hdPhones, the mobile devices our in store associates use.
As we've continued to iterate Sidekick through rounds of feedback, we've gradually incorporated computer vision to help associates prioritize tasks. With photos of products on our overhead shelves, computer vision can quickly identify which products are available and where they are in our store. Then, the app can alert associates which products are high priority and the location of the replacement product. In turn, customers have reliable, quick access to everything they need, providing a smooth and seamless shopping experience.
Our associates don't attend formal training on using Sidekick, and the application is designed to be easy to use for even first-day associates. Feedback on Sidekick has been overwhelmingly positive so far, and we've seen a significant change in our associates' ability to spend time with our customers. Associates have reported being happier with more time to support customers, instead of counting inventory and locating shelves in need of products.
Q. Computer vision is obviously playing a role as the holiday season gets closer. Where does Sidekick fit in or align with eliminating the gap between supply and demand year-round?
A. With millions of Americans shopping in person as the holiday season kicks off, retailers are in need of efficient ways to maintain inventory and support an influx of customers. Using computer vision in Sidekick helps associates navigate these challenges without letting the customer experience fall by the wayside. It keeps them productive, inventory managed, and products within quick reach of our customers at all times, saving them time as they make headway on their shopping lists.
While computer vision helps associates prep and stock up for the holidays, The Home Depot team built Sidekick to eliminate the gap between supply and demand year-round. With better visibility, Sidekick bridges the longstanding gap between what is listed "in stock" in retail systems and what is actually available on store shelves. There will be much more accurate stock counts because it is operated by machines interpreting a stream of images.
Q.How can other retailers evaluate cutting-edge technology to handle seasonal demands?
A. Inventory management is a year-round challenge that is exacerbated during the holiday season. Retailers should approach emerging technology from their own unique perspective and evaluate if it will solve a true inventory challenge. That being said, computer vision offers many capabilities most retailers would benefit from during this time, such as real-time inventory visibility and precise location data, which can be applied in many ways.
Q. And as it's the hottest buzzword in tech and retail today, where does AI fit into the Home Depot strategies around inventory, associate tasks, and the customer experience?
A. Sidekick leverages AI and machine learning in tandem with computer vision, so The Home Depot is already well on our way to utilizing it to benefit our inventory management processes. We're a tech-forward organization, and like with all other new technologies, we're continuing to explore how different forms of AI can improve customer and associate experience.
To read more about how The Home Depot is approaching and tapping technology, check out this interview with Angie Brown, SVP of technology at The Home Depot. Brown hares the retailer's view of technology and how it's aiming to create and deliver an interconnected experience for customers no matter where or how they choose to shop.
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