During Lowe’s March earnings call, CEO Marvin Ellison called out investments — specifically in artificial intelligence (AI) — that the retailer is making, including a new virtual adviser crafted by Lowe’s and OpenAI.
The adviser, named Mylow, is part of a larger strategy to win back DIY business from consumers, creating a resource that Lowe’s can use to keep customers engaged online.
Currently accessible on the Lowe’s website and mobile app, Mylow is available to shoppers when they log in. The AI-powered assistant will then respond to questions about home improvement and craft projects, offering AI-generated recommendations about processes, purchases and more. The company lists examples such as learning how to plant grass seeds, fixing leaky faucets and measuring kitchen floors among the tasks Mylow is designed to address.
Lowe’s is No. 11 in the Top 2000 Database. The database ranks North America’s largest online retailers by annual ecommerce sales. There, Lowe’s appears in the Hardware & Home Improvement category. Digital Commerce 360 projects that Lowe’s online sales will reach $11.48 billion in 2025.
How Lowe’s is using OpenAI’s technology with its Mylow adviser
“Home improvement is inherently complex and can feel overwhelming even for the most experienced DIYer — that’s why Lowe’s has invested in AI and emerging technologies to create solutions that truly help our customers,” said Seemantini Godbole, the chief digital and information officer at Lowes. “We’re aiming to deliver the best customer service in retail and Mylow represents an industry-leading step forward in helping us do that.”
Lowe’s framed Mylow as an extension of its 300,000-associate workforce, as well as an example of its technology-forward approach to retail.
“This solution will not only help our customers be more informed, but our associates too,” Godbole stated.
In addition, Lowe’s is pitching the adviser as a value add to its MyLowe’s Rewards loyalty members.
By working with OpenAI, the retail chain is associating itself with one of the breakout brands in the generative AI space and explicitly telling customers that it wants them to view the Lowe’s experience as one that is differentiated by technology.
“The development and introduction of Mylow exemplifies the tech-forward vision of the Lowe’s brand,” said Chandhu Nair, senior vice president of technology at Lowe’s. “We’re doubling down with emerging technology collaborators like OpenAI to solve problems for our customers and because we want the home improvement experience at Lowe’s to be a cut above.”
Lowe’s current emphasis on technology
Lowe’s is pushing technology solutions at a time when its online sales, which were up 9.5% year over year in Q4 2024, are growing at a faster rate than its comparable sales. As it navigates a market where housing costs have chilled consumer DIY activity in recent years, it is looking to strengthen its position in the marketplace.
For now, Mylow is a text-only interface. However, Lowe’s expects to launch voice capabilities at some point in 2025.
In the meantime, the adviser will be tasked with driving product discovery, responding to customer queries and enabling ecommerce activity.
Also among Lowe’s tech investments, the Lowe’s Style Studio will expand into five stores across Austin, Texas, and its metro area. That pilot project uses Apple’s headsets to help customers visualize, plan and shop for kitchen-related improvements in tandem with consultations.
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