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Lowe’s and The Home Depot credited their AI projects for better customer and employee experiences as the home improvement retailers expanded access to tools over the past months.
The enhancements come after sustained investment in AI and digital transformation from both companies. Lowe’s was among the initial wave of companies signing up for ChatGPT Enterprise in 2023, following several years of work to mature its IT systems and architecture. Home Depot was also an early adopter with nearly 200 traditional and generative AI pilots across the organization in the first half of 2024.
Retailers have generally prioritized AI use cases that boost employee productivity and improve customer experience, loss prevention and operations. As in other industries, retail companies often run into implementation challenges, from a dearth of customer trust to the time and resources needed to train workers, according to a February Everseen report.
Home Depot has worked to address the latter roadblock. Last year, the company’s EVP and CIO Fahim Siddiqui said his organization worked to build AI awareness throughout Home Depot’s workforce to enable safe use.
The company rolled out generative AI tools this past quarter to ease information gathering for associates. The tools tap into internal Home Depot data to provide operational and product knowledge.
“These tools, coupled with a multitude of other investments to drive better service, on-shelf availability and better insights into our customers' projects, help us win with all of our customers, DIYs and Pros,” Ann-Marie Campbell, senior EVP of U.S. stores and operations, The Home Depot Canada, The Home Depot Mexico and outside sales and service, said during the retailer’s Q1 2025 earnings call Tuesday.
Lowe’s has prioritized the intersection of customer service and employee experience, too.
Associates across the retail chain’s 1,700-plus stores gained access to an internal AI assistant this month. The generative AI tool, developed in collaboration with OpenAI, provides product details, project advice and inventory information. Called Mylow Companion, the tool was released in conjunction with a similar customer-facing assistant earlier this quarter.
“We're encouraged by our progress in leveraging AI to streamline the customer experience, and I commend our technology and digital team for their outstanding contributions,” Lowe’s CEO Marvin Ellison said during the company’s Q1 2025 earnings call Wednesday.