Howdens, a supplier of kitchens to tradespeople, has recently introduced a new app called Chip powered by artificial intelligence (AI) technology from Microsoft. Chip utilizes Microsoft’s generative AI (GenAI) technologies like Azure OpenAI Service, Azure Cosmos DB, Azure AI Search, and Applied AI Services to provide technical knowledge to Howdens’ trade customers all in one convenient app.
According to David Sturdee, Chief Customer Officer at Howdens, the adoption of GenAI technology presents numerous opportunities for the company. These opportunities, although small at present, have the potential to significantly impact Howdens’ operations in the future by enhancing customer support and providing better tools and information to trade customers. With the help of GenAI, Chip offers an avenue for tradespeople to access product information and fitting support instantly.
Furthermore, the use of AI models has advanced significantly in recent years, moving towards multimodal capabilities. This evolution allows AI to process various types of data, making information more accessible and meaningful. Sturdee envisions leveraging GenAI in Howdens’ kitchen design process to streamline design tasks and ultimately create a rich user experience for designers. He believes that AI can assist designers in generating initial design iterations based on trends and data, enabling them to finalize the design with their expertise.
Olaf Akkerman, General Manager for retail and consumer at Microsoft, emphasizes the emotional aspect of the kitchen design process and the importance of incorporating expertise from tradespeople and Howdens to ensure the best advice is provided to consumers. In collaboration with Microsoft, Howdens is exploring the potential of AI in kitchen design through a feasibility study to ensure accurate data structures before implementation.
The journey of integrating AI into Howdens’ business started with gathering ideas from various stakeholders within the company and conducting feasibility experiments. Chip emerged as the first practical application of AI, serving as a digital assistant for trade customers to access a knowledge base conveniently. The project took around six to nine months from conception to deployment, with plans for continuous collaboration with Microsoft to enhance Chip and meet industry and customer demands.