Lowe’s rolls out AI assistant for store associates
Lowe’s store associates have a new artificial intelligence tool designed to enhance customer service as well as employee onboarding.
Lowe’s Companies Inc. is introducing Mylow Companion, an AI-enabled employee app developed in partnership with Open AI, developer of the ChatGPT generative AI model. Purpose-built for associate sales floor devices, the app provides access to product details, project advice, and inventory information, and also speeds up the employee onboarding process.
According to Lowe’s the launch of MyLow Companion to all associates across its more than 1,700 stores marks the first time a retailer has successfully implemented this kind of technology at scale.. Mylow Companion uses generative AI to let associates obtain answers to customer inquiries using natural, conversational prompts, including voice-to-text for faster, hands-free use.
These prompts can include queries like, "What kind of fertilizer works best for Bermuda grass?" or "How can I fix a leaky faucet?” Employees receive actionable information on the handheld devices they already use.
Mylow Companion is built on the same platform as Lowe’s recently launched Mylow customer chatbot. Mylow delivers quick, conversational answers directly to customers’ home improvement questions and can provide insights on customer projects during their product discovery, helping ensure they find and purchase the right tools and materials for their projects.
[READ MORE: Lowe’s launches AI customer assistant]
Shoppers using Mylow can also refine their local recommendations by providing details like their project budget or ZIP code.
"Mylow Companion is another example of Lowe's living out its commitment to elevate the customer and associate experience," said Seemantini Godbole, Lowe's chief digital and information officer. "Whether associates have been on the job for five weeks or five years, they can be confident they're delivering expert-level advice and assistance, and customers can trust they're getting the best service and experience of any retailer."
Lowe’s is rolling out these new AI solutions a year after it partnered with Accenture and Relex to combine delivery, advisory and industry experience from Accenture with AI-driven technology from Relex to support its seasonal inventory planning.
"Through our collaboration with Lowe's, AI is making it faster and easier for their associates to help customers find exactly what they need for their most important projects," said Brad Lightcap, Chief Operating Officer at OpenAI. "We're excited to support Lowe's transformation of retail by merging their industry-leading expertise in home improvement with our advanced AI capabilities."
Based in Mooresville, N.C., Lowe's Companies Inc. operates more than 1,700 home improvement stores across the U.S. and employs approximately 300,000 associates.
