Lowe’s, a leading home improvement retailer with 1,700 stores and 300,000 associates, is establishing itself as a pioneer in AI innovation. In a recent interview at Nvidia GTC25, Chandu Nair, Senior VP of Data, AI, and Innovation at Lowe’s, unveiled the company’s strategic vision, highlighting the transformative impact of AI on customer experience and operational efficiency.
A Holistic AI Approach: The “Hobby Shop” Strategy
Lowe’s has embraced a comprehensive AI strategy, centered around three pivotal pillars: enhancing the customer shopping journey, empowering store associates, and optimizing internal operations. This approach, aptly named the “hobby shop” strategy, aims to bridge the persistent information and expertise gaps inherent in home improvement. “Most of us live in a dwelling at home, and it’s times a torque of keeping them home, and usually the problems are not about product discovery. It’s really about the problem,” Chandu explained, emphasizing the shift from mere product acquisition to problem-solving.
Mylow: Personalized AI-Powered Shopping Assistance
A cornerstone of Lowe’s AI initiatives is Mylow, an AI-powered shopping assistant accessible via the Lowe’s app and website. Mylow provides personalized guidance for home improvement projects, addressing the common challenge of navigating complex tasks.
“It pulls all of our product catalog that curates the catalog of things that you need to actually build the race guard there,” Chandu elaborated, highlighting Mylow’s ability to curate relevant products. Furthermore, Mylow integrates instructional content, product recommendations, and pertinent YouTube videos, offering a holistic support system for customers. “If you are like me, then also watch a YouTube video to say, hey, how does it work?” Chandu added, reflecting the common practice of seeking visual guidance.
AI-Powered Store Companion for Associates
Lowe’s is equipping its 270,000 associates with an AI-powered store companion, a tool designed to enhance customer interactions and provide real-time assistance. Built on the same AI engine as Mylow, this companion answers customer queries and facilitates seamless support. Integrating computer vision (CNN) technology, the store’s video network identifies customers who have been dwelling in specific aisles and appear to require assistance. “you may be on an electrical island, you would not know, right? So you are leveraging computers so you can alert an Associate” Chandu detailed, illustrating the proactive nature of the system.
Computer Vision for Loss Prevention and Enhanced Security
In addition to customer assistance, Lowe’s employs computer vision at self-checkout stations to mitigate store theft, enhancing security and operational efficiency.
A Scalable AI Combination Approach
Lowe’s stands out for its successful deployment of a hybrid AI approach, combining traditional AI (CNN) with generative AI at scale. “We believe we are the only retailer out there using a combination of both Generative AI and configurations in the store. Such a scale to really assist our customers,” Chandu asserted, underscoring the company’s pioneering role. This integrated approach not only enhances customer service but also optimizes internal processes, solidifying Lowe’s position as a leader in AI-driven retail innovation.
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