Lowe’s arms every associate with an AI veteran whisperer

Lowe’s is betting that the quickest way to save a botched bathroom reno isn’t a better search bar — it’s giving 300,000 red-vested associates instant access to decades of trade expertise. The home improvement giant has rolled out “Mylow Companion,” an internal mobile app built on OpenAI’s GPT-4o, to every in-store employee, effectively compressing the knowledge of a seasoned contractor into a pocket-sized tool.

The move mirrors the logic behind its customer-facing Mylow advisor on Lowes.com. Seemantini Godbole, EVP and Chief Digital and Information Officer, argues that selling a t-shirt is forgiving; selling a kitchen renovation is a high-stakes trust exercise. The company needed to rewire its business around projects, not just products, after ChatGPT fundamentally reset customer expectations for instant, conversational expertise.

For associates, the pressure to have an immediate answer is immense, especially for younger or seasonal workers who lack trade experience. Vinny Scalese, SVP of Store Operations, noted that the tool transforms a chaotic 30-minute group scavenger hunt for a hose bib into a single associate resolving the issue in minutes. The app doesn’t just identify a product—it understands the project context, automatically suggesting “attachments” like primer or sandpaper that a novice might forget.

Voice is the killer feature. Godbole revealed that over 50% of the interactions happen by voice, a necessity when an associate’s hands are full of lumber or navigating a crowded aisle. By ingesting intent rather than just keywords, the system deciphers real-world complaints like “paint that holds up to my three kids” and translates them into a confident, specific purchase list. The bet isn’t just on AI efficiency; it’s on turning every anxious “I’m not sure” moment on the sales floor into a closed sale.