Ace Hardware is rolling out “Hey ARMA,” an artificial intelligence-based assistant designed to support store employees with real-time information and guidance.
Operated through a handheld device, Hey ARMA provides associates with quick access to product knowledge, project advice and recommendations to help them focus on solving shopper problems and delivering better in-store service, according to Ace.
Hey ARMA supports store employees across a wide range of in-store scenarios, the cooperative noted, from product comparisons to project questions and even helping consumers when they need assistance with items they may have purchased elsewhere. By providing consistent, reliable information at the point of service, the tool helps staffers respond with confidence while preserving the personal touch for which Ace is known, the retailer said.
Ace maintains that the technology is part of its broader investment in frontline teams and embraces innovation that strengthens human services. Hey ARMA is active at more than 2,300 Ace Hardware stores, with continued expansion across the United States planned as part of Ace’s long-term strategy to enhance the in-store experience through thoughtful, responsible use of technology, the company reported.
“After 78 years in the hardware business, Hey ARMA is one of the most impactful changes we’ve ever made to elevate the customer service experience,” Bill Wygal, owner of Bill’s Ace Hardware, a two-store chain in California. “With the push of a button, our associates can quickly locate products, understand what they do and confidently recommend the right solutions for our customers.”
Andy Enright, Ace senior vice president, retail strategy and operations, added, “At Ace, we believe technology should make the customer experience better by helping our people do what they do best. Hey ARMA gives our associates the information they need in the moment, so they can spend less time searching for answers and more time engaging with customers in a meaningful way. Ace retailers have always set themselves apart through service, expertise and trust. Our goal with Hey ARMA is to reinforce those strengths at scale, giving local store teams access to powerful tools while keeping the experience personal, another way we’re delivering on our promise to be the most helpful hardware store on the planet.”
