Lowe’s rollout of conversational AI for project guidance centers on Mylow Companion, an in-store assistant built on OpenAI models that helps both customers and employees plan and complete home improvement work. Launched in Spring 2025, the combined consumer-facing Mylow and associate-facing Mylow Companion experiences have answered millions of questions and are now integrated across Lowe’s online and in-store channels.
The move reflects a broader shift in retail support: customers increasingly expect fast, expert help in natural language rather than hunting through product pages or external how-to resources. Lowe’s reframed the challenge as moving from product-centric commerce toward project-first assistance—capabilities that interpret the full scope of a job and deliver recommendations, step-by-step instructions and relevant instructional content.
Mylow Companion is designed for associates to use on mobile or desktop, with voice-first interaction accounting for roughly half of all in-store exchanges. Associates can describe a customer’s scenario aloud and receive guidance grounded in Lowe’s project knowledge, allowing them to stay with the shopper while diagnosing problems and recommending solutions. According to the company, this conversational approach has reduced the need for multiple employees to collaborate on complex questions, helping resolve issues faster on the sales floor.
The tool is available to about 300,000 associates across 1,700 stores in all 50 states. Internal usage patterns show newer team members drawing on Mylow Companion frequently to supplement hands-on experience, while more seasoned associates turn to the tool for questions outside their usual departments. Lowe’s frames adoption with a practical scale check: if each associate asked a single question a day, that would translate to roughly 300,000 daily inquiries—illustrating how deeply the company expects these tools to become part of routine operations.
For online shoppers, the consumer-facing Mylow experience on Lowes.com converts open-ended prompts into project plans, product recommendations and curated how-to content. Instead of relying on precise keyword searches or navigating product taxonomies, customers can express intent—whether hanging shelves or choosing durable paint for a family home—and receive tailored guidance to move projects forward. Lowe’s says shoppers who use Mylow convert at three times the rate of those who do not, a figure disclosed in the company’s Q2 2026 earnings call.
The combined experiences have shown measurable impact in both commerce and service metrics. Lowe’s reports that interactions where an associate used Mylow Companion raised customer satisfaction by 200 basis points, and the retailer emphasizes that the two experiences together have handled millions of questions since rollout. Those outcomes point to both increased conversion online and higher in-store satisfaction when conversational project expertise is embedded at the point of decision.
Lowe’s selected OpenAI models for their natural language understanding and reasoning capabilities—attributes the company needed to interpret project-level queries and deliver conversational guidance. Beyond Mylow and Mylow Companion, Lowe’s has adopted ChatGPT Enterprise for its Store Support Center and is continuing to expand voice and model capabilities across customer and associate experiences, extending the technology beyond the aisle.
By embedding project expertise where customers make purchasing choices, Lowe’s aims to reduce friction around costly home improvement decisions and to increase shopper confidence. For associates, the tools are positioned as a supplement to judgment and experience, enabling a single team member to resolve questions that might previously have required multiple specialists or lengthy research. The result is intended to be faster, more accurate service at scale.
Lowe’s public framing of Mylow and Mylow Companion emphasizes practical adoption and measurable returns: higher conversion rates online, improved satisfaction in assisted interactions, and a path to make project guidance more accessible and reliable for millions of shoppers. As the retailer continues to roll out voice and model enhancements, the company is focusing on scaling that project-first assistance across both digital and physical touchpoints.
Conclusion: Lowe’s integration of OpenAI-powered tools positions project-focused conversational guidance as a core part of its retail experience. With Mylow supporting online shoppers and Mylow Companion assisting roughly 300,000 associates in stores, the retailer reports tangible gains in conversion and customer satisfaction while betting that scalable, natural-language help will reshape how people plan and complete home improvement projects.
Source: Read the original source
Leave a Reply