Dublin, Ireland, Hardware Store’s AI Chatbot Could Spark Inspiration for U.S. Retailers

Independent hardware retailers across the U.S. are watching artificial intelligence reshape industries—but many still wonder how it can be useful for their business. In Ireland, one longtime hardware store is showing that innovation isn’t just for Silicon Valley.

Lenehans, a fifth-generation, family-owned hardware store in the heart of Dublin, Ireland, has quietly launched a custom-built AI chatbot system. The project, led by owner Mark Lenehan, isn’t backed by a massive tech budget—just curiosity, persistence, and a desire to better serve customers.

“We figured that we had a lot of knowledge in the background—how do we bring this to the fore?” said Lenehan, who built the chatbot using a combination of ChatGPT and DeepSeek technology. His goal was to turn that internal know-how into a digital assistant that actually helps customers.

What started as a fix for their underperforming search feature has become a full-fledged virtual helper. The chatbot answers basic product questions, guides DIYers through tasks like hanging a picture or unblocking a toilet, and even helps new employees find items in the store. The assistant is very helpful in training staff, and it tells them where things are and what we have in stock, Lenehan explains

While some retailers might assume this type of tool is out of reach, Lenehan emphasizes the practical—and measurable—benefits.

“We’ve had thousands of chats, and there’s definite revenue being generated from clicks on products suggested by the assistant,” he says.

The system wasn’t plug-and-play. It took many hours to build and customize, and it helped that one member of the Lenehan family works in IT. Still, the approach underscores a broader takeaway: AI isn’t reserved for billion-dollar brands. With a clear purpose and a bit of technical support, even smaller independent retailers can apply these tools to solve specific pain points.

“The revenue generation is proven, and the improvements on our business are proven,” Lenehan said. He believes the technology has real potential for other independents too.

“We could sell it to other companies,” he noted, hinting that future iterations might include in-store kiosks or voice-based shopping assistants.

For U.S. hardware retailers, Lenehan’s approach offers a simple roadmap:

• Start with a real need—like improving customer search or helping train new employees.
• Use proven tools—Lenehan built his system on top of widely available platforms like ChatGPT.
• Make it your own—customizing responses and tasks to reflect his store’s product mix and customer needs.

Even in a century-old business, innovation doesn’t mean losing your identity. “We like to think we try and innovate, and this chat assistant is one of the things we’re particularly proud of,” said Lenehan.

The lesson from across the pond: Independent retailers don’t have to wait for perfect tools or massive investments. With creativity and the right focus, AI can help even the smallest store become smarter, more responsive—and better equipped for the future.

Here’s a video about how Lenehans uses AI.