Lowe's CEO says its AI assistant is fixing some major headaches

In a landscape where concerns about AI-induced job displacement are prevalent, Lowe's CEO Marvin Ellison emphasizes the positive impact of artificial intelligence on employee productivity. During the company's fourth-quarter earnings call, Ellison stated, "We are committed to leveraging AI to assist our associates in sales and enhance the shopping experience for our customers, both in-store and online." The home improvement giant has forged a robust partnership with OpenAI, which powers its Mylow digital assistant designed for both employees and customers. Ellison noted that the technology improves with each interaction, significantly aiding associates in navigating the complexities of product knowledge—an essential aspect for transitioning into the home improvement sector. New employees often struggle with confidence when selling specialized products to a diverse customer base of DIY enthusiasts and professionals. The Mylow assistant effectively bridges this knowledge gap, providing essential support. Ellison also highlighted that the platform is now capable of functioning in Spanish, which has led to notable enhancements in customer service by addressing language barriers in certain regions and contributing to a two percentage-point increase in in-store satisfaction ratings. On the e-commerce front, Lowe's has witnessed a remarkable doubling of conversion rates since the launch of its AI shopping assistant in March 2025. Other retailers, including Walmart and Amazon, have reported similar successes with their AI initiatives. Walmart's Sparky chatbot has resulted in a 35% increase in online basket sizes, while Amazon projects its Rufus bot could boost annual sales by $10 billion. Despite ongoing challenges in the home improvement retail sector—characterized by high borrowing costs and reduced housing turnover—Lowe's has outperformed its competitor, Home Depot, in comparable sales growth for the fourth quarter. Ellison further elaborated on how corporate employees are utilizing AI tools to enhance productivity across various departments, allowing merchandising teams to focus on strategic challenges rather than routine tasks, while tech teams leverage AI for coding and review processes, achieving significant productivity gains. "We are enthusiastic about our advancements in agentic commerce with leading tech platforms, recognizing its vital importance for our present and future," Ellison concluded.