Artificial intelligence is becoming one of the most discussed topics in the KBB industry, and like many independent retailers, I’ve spent a lot of time considering where it can genuinely help a business and where the industry needs to be careful not to go too far.
As the owner of Coalville Kitchens Ltd and Kutchenhaus Lutterworth, I can already see clear opportunities for AI to improve efficiency in day-to-day operations. In many KBB businesses, designers and managers spend huge amounts of time on non-billable tasks such as replying to emails, producing quotations, writing specifications, arranging appointments and chasing suppliers. Used correctly, AI can reduce that administrative burden and allow teams to focus more time on customers, design and project management.
One area where AI could have a particularly positive impact is lead conversion. In today’s market, speed matters. Customers often contact several retailers at once, and the business that responds first frequently secures the appointment. AI-assisted systems can help generate quicker follow-ups, draft quotations faster and automate customer communication, improving response times without compromising service.
Marketing is another area where independent retailers can benefit. Many showroom businesses struggle to maintain consistent social media, email marketing and website content while also running projects and managing installations. AI can help smaller businesses produce regular content and communicate more effectively without the cost of a dedicated marketing department.
However, there is also a line the industry needs to be careful not to cross.
KBB projects are deeply personal purchases. Customers are not simply buying cabinets, worktops or appliances, they are investing in their homes and lifestyles. While AI can support the design process, I do not believe it can replace the experience, creativity and emotional intelligence of a skilled designer. The danger is that overreliance on automation could lead to generic designs and impersonal customer experiences.
The same applies to purchasing decisions. While AI may be useful for analysing pricing or supplier data, I would be cautious about allowing software to make final purchasing choices without human oversight. Supplier relationships, product quality, aftersales support and installer familiarity are all factors that algorithms alone cannot fully understand.
For me, the future of AI in KBB should be about enhancing expertise, not replacing it. The businesses that succeed will be the ones that use technology to improve efficiency behind the scenes while still delivering the personal service, trust and accountability that customers expect from independent retailers.
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For further details please contact Sophie Baylis or Ruth Bell at Interiors InsideOut:
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