LOWE'S LAUNCHES FIRST AI-POWERED HOME IMPROVEMENT VIRTUAL ADVISOR

Rhea-AI Summary

Lowe's (LOW) has launched Mylow, its first AI-powered home improvement virtual advisor, developed in collaboration with OpenAI. The virtual assistant aims to provide real-time answers to home improvement questions and project guidance, complementing Lowe's team of 300,000 associates.

Mylow offers conversational responses on various topics including planting advice, measurement guidance, product recommendations, and DIY instructions. The AI assistant can help customers find and purchase appropriate tools and materials, with features to refine recommendations based on budget and location.

Currently available for MyLowe's Rewards members on desktop and mobile web at lowes.com/Mylow, the company plans to add voice capabilities and app integration later in 2025. This initiative represents Lowe's commitment to leveraging emerging technologies to enhance customer service and simplify the home improvement experience.

Positive

• Strategic investment in AI technology to enhance customer service
• Potential for increased sales through AI-powered product recommendations
• Integration with loyalty program could boost member engagement

Negative

• initial availability only to rewards members
• Key features like voice capabilities not yet implemented

Insights

Retail Technology Expert

Lowe's launch of Mylow represents a strategic push into conversational AI that could significantly enhance its digital customer experience. Developed with OpenAI, this AI advisor addresses a fundamental challenge in home improvement retail: bridging the knowledge gap that often prevents customers from starting projects or making purchases.

The implementation shows sophistication through several key features: project-to-product connectivity (linking advice directly to purchase opportunities), localization capabilities (zip code-specific recommendations), and budget-based filtering. These elements create a personalized shopping journey that could increase conversion rates by reducing decision paralysis.

Most promising is Mylow's integration across the customer journey - from initial project questions through product discovery to purchase. This streamlined path-to-purchase could meaningfully reduce cart abandonment by providing confidence at each decision point.

The phased deployment approach (starting with web before expanding to voice and mobile app) suggests a measured rollout strategy that allows for refinement based on user feedback. This prudent approach indicates the company is balancing innovation with execution quality.

While all major home improvement retailers are investing in digital assistance, Lowe's partnership with OpenAI potentially gives them access to best-in-class AI capabilities. The competitive advantage lies not just in having AI, but in how effectively it solves customer pain points throughout the shopping experience.

Consumer Behavior Analyst

Mylow addresses several key friction points in the home improvement customer journey. DIY customers frequently face expertise barriers that prevent project initiation and completion. By providing instant access to project guidance, Mylow could unlock previously abandoned purchase intentions.

The tool's ability to answer specific questions like "When do I plant grass seed?" or "How much mulch do I need?" targets exactly the type of calculation and timing uncertainties that typically drive customers to seek in-store associate help or abandon projects entirely. By removing these barriers digitally, Lowe's could see increased engagement from both occasional and frequent DIYers.

Particularly valuable is Mylow's connection between project guidance and product recommendations. This creates a seamless transition from planning to purchasing, potentially increasing attachment rates (multiple items per project) as customers gain confidence in their ability to complete projects successfully.

For Lowe's loyalty program members who gain first access, this creates a meaningful digital benefit that enhances the value proposition beyond traditional discounts. The exclusive early access could drive loyalty program enrollment while creating a user base for initial feedback.

The anticipated voice capability expansion later this year shows forward thinking about how customers interact with technology throughout their project journey - particularly important given that many DIY tasks happen away from keyboards and screens. This multichannel approach aligns with how consumers actually complete home projects.

Customers can now "ask Mylow" home improvement questions with real-time answers from the palm of their hand

MOORESVILLE, N.C., March 5, 2025 /PRNewswire/ -- Today, Lowe's is introducing the newest member of its team: Mylow. Designed to help customers navigate the many questions that come with owning a home from project know-how, to how-to advice to top-rated product searches and more -- Mylow joins Lowe's team of approximately 300,000 friendly and knowledgeable associates who are committed to unmatched customer service and making Lowe's the most assistive brand in home improvement.

Today, Lowe's introduces the newest member of its team: Mylow, the first AI-powered home improvement virtual advisor.

"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 Lowe's Chief Digital and Information Officer Seemantini Godbole. "We're aiming to deliver the best customer service in retail and Mylow represents an industry-leading step forward in helping us do that. This solution will not only help our customers be more informed, but our associates too."

Developed in collaboration with OpenAI and leveraging Lowe's expert advice, Mylow delivers the expertise of a trusted Lowe's associate anytime and anywhere, providing customers with clear steps and practical solutions for projects ranging in type and complexity all from the palm of their hand. For example, Mylow delivers quick, conversational answers to home improvement questions, such as:

• When do I plant grass seed?
• How do I measure my kitchen for a new floor?
• What's the most popular paint color?
• How do I get my faucet to stop leaking?
• How much mulch do I need?
• What washer and dryer pair saves me the most on my utility bills?
• What are the top-rated refrigerators that can be delivered and installed next day?

"The development and introduction of Mylow exemplifies the tech-forward vision of the Lowe's brand," said Lowe's Senior Vice President of Technology, Chandhu Nair. "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."

Excitingly, Mylow links project insights to product discovery, helping customers find and purchase the right tools and materials for their projects. Customers using Mylow can also refine their local recommendations by providing details like their project budget or zip code. And Mylow also shares friendly "how-to" content so no matter how much experience a DIYer may have, they never have to go it alone.

Currently on desktop and mobile web, Mylow is available for MyLowe's Rewards loyalty members or by visiting lowes.com/Mylow. Customers can also expect Mylow voice capabilities and availability on Lowe's app later this year.

About Lowe's

Lowe's Companies, Inc. (NYSE: LOW) is a FORTUNE® 50 home improvement company serving approximately 16 million customer transactions a week in the United States. With total fiscal year 2024 sales of more than $83 billion, Lowe's operates over 1,700 home improvement stores and employs approximately 300,000 associates. Based in Mooresville, N.C., Lowe's supports the communities it serves through programs focused on creating safe, affordable housing, improving community spaces, helping to develop the next generation of skilled trade experts and providing disaster relief to communities in need. For more information, visit Lowes.com.

Media Contact
Cliff Cermak
Lowe's Companies, Inc.
cliff.cermak@lowes.com

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SOURCE Lowe's Companies, Inc.

FAQ

What features does Lowe's new Mylow AI assistant offer to customers?

Mylow provides real-time answers to home improvement questions, project guidance, product recommendations, and helps customers find and purchase tools based on budget and location.

How can customers access Lowe's Mylow AI advisor?

Mylow is currently available to MyLowe's Rewards members through desktop and mobile web at lowes.com/Mylow.

What technology partnership did LOW establish for Mylow development?

Lowe's developed Mylow in collaboration with OpenAI, leveraging their AI technology and Lowe's expert advice.

When will Lowe's (LOW) add voice capabilities to Mylow?

Lowe's plans to add voice capabilities and make Mylow available on the Lowe's app later in 2025.