Retail / Home improvement retail
Lowe’s: Assistant that helps store associates answer home improvement project questions
- Company
- Lowe’s
- Country
- United States
- Adoption stage
- In operation
- Source published
- Date basis
- The date the source was published. It can differ from the date adoption started.
- How the source was checked
- Read the full source text
The work problem
According to a customer story OpenAI published on September 25, 2026, Lowe’s stores are up to 130,000 square feet and carry tens of thousands of products, so even seasoned associates cannot know everything, and questions outside their own department or experience were especially hard to answer. Seemantini Godbole, Lowe’s Chief Information and AI Officer, said that renovating a kitchen or redoing floors involves expensive decisions, so customers need expertise to feel confident.
Technology and data
Lowe’s built Mylow Companion, an AI assistant for store associates, with OpenAI models. Associates get conversational answers across departments on mobile and desktop, and nearly half of interactions happen through voice. When an associate describes a customer’s question in their own words, OpenAI models turn it into guidance grounded in Lowe’s project knowledge, and the associate listens to what the customer needs and uses their own judgment to put the guidance to work. Mylow Companion launched in spring 2025, and Lowe’s has since added natural voice interaction.
Results
According to the customer story, Mylow Companion is available to roughly 300,000 associates across 1,700 stores in all 50 U.S. states. Lowe’s said customer satisfaction rose by 200 basis points when associates used the assistant to help shoppers in the aisle. Que Vance, EVP of Stores, said that before, if the plumbing expert was not there, three associates would spend 30 minutes trying to help a customer replace an outdoor faucet, and now one associate can get it done in minutes. Internal usage patterns show that newer associates use it frequently, while experienced associates use it to answer questions beyond their usual departments.
Limits and open questions
The customer story does not disclose measured reductions in assistance time or the accuracy of the answers. The figures appear in a customer story published by the vendor OpenAI.
Sources
- Lowe’s answers millions of home improvement questions with OpenAIopenai.com, Accessed
Compiled from public sources. These are not results from ATF Works customers.