Lowe’s is harnessing AI to transform customer experience and drive sales, with its virtual assistants Mylow and Mylow Companion answering nearly one million questions per month. 

Customers who interact with Mylow online convert at more than twice the rate of those who don’t, demonstrating AI’s role in simplifying decision-making and accelerating purchases, according to CEO Marvin Ellison. In-store, associates using Mylow Companion see a 2% increase in customer satisfaction scores.

The AI rollout is part of a broader strategy to enhance the shopping journey for both DIY and professional customers. Investments in employee training and engagement are improving associate knowledge and confidence, enabling more effective sales across departments. EVP of stores Joseph McFarland highlighted that well-trained associates are directly contributing to higher customer satisfaction.

Despite missing some analyst expectations, Lowe’s outperformed Home Depot in comparable sales growth, registering a 0.4% year-over-year increase, aided by 11.4% growth in online sales. Strategic acquisitions, including Artisan Design Group and Foundation Building Materials, added $129 million in pre-tax expenses in Q3 2025, expanding offerings for pro customers while net earnings fell 4.7% year over year to $1.6 billion.

Lowe’s loyalty programmes, such as MyLowe’s Rewards, are also proving highly effective. Members shop twice as often and spend over 50% more than non-members, giving the retailer deeper insights into customer preferences and enabling more personalised offers.

By combining AI, associate empowerment, and loyalty insights, Lowe’s is not only increasing conversions and sales but also enhancing the overall customer experience in both physical and digital channels.

Discover how Lowe’s is using AI and associate engagement to reshape retail performance in the full report.