Retail / Home improvement retail
Lowe’s: Project advice and product recommendations for Lowes.com customers
- 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 online shoppers faced the problem that traditional search tools and website experiences only helped if they already knew what to look for. Joe Cano, Lowe’s SVP of Digital Commerce, said ChatGPT changed customer expectations: customers now want fast, expert answers 24/7 and want to describe their project in natural language and get help, instead of opening ten tabs to figure out what mulch works in their area.
Technology and data
Lowe’s built Mylow, a conversational advisor on Lowes.com, with OpenAI models. Instead of navigating product categories or choosing the exact right search keywords, customers describe what they are trying to do, and Mylow gives step-by-step guidance, product recommendations and relevant how-to content. Cano said most customers come to the site not with a product in mind but with a problem, such as wanting to hang shelves or needing paint that holds up to three kids, and that Mylow understands that intent and helps customers finish the job. Mylow launched in spring 2025.
Results
According to the customer story, Lowe’s said on its Q2 2026 earnings call that customers who use Mylow convert at three times the rate of online shoppers who do not. Mylow and Mylow Companion, the assistant for store associates, have answered millions of questions from customers and associates since launch.
Limits and open questions
The threefold figure compares the conversion rates of customers who use Mylow and those who do not, and the customer story does not disclose the measurement period, the comparison method or the effect on sales.
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.