Lowe’s 面向客户和门店员工的 AI 助手 Mylow 和 Mylow Companion 基于 OpenAI 构建，自 2025 年春季推出以来，已帮助 Lowe’s 回答了客户和员工提出的数百万个问题。这些问题都始于一个项目，无论是客户在规划粉刷房间，还是员工在协助处理意外维修。
“当你买一件 T 恤，发现不合身，直接退掉就行。没什么大不了的，”Lowe’s 执行副总裁兼首席信息与 AI 官 Seemantini Godbole 表示。“但如果你是在翻新厨房或重做地板，那些都是昂贵的决定。你希望自己能有把握。而这需要专业知识。”
Lowe’s 的红背心员工长期以来一直帮助客户应对这种复杂性。但门店面积最高可达 13 万平方英尺，SKU 数以万计，即便是经验丰富的团队成员也不可能什么都知道，尤其是当问题超出他们所在部门或经验范围时。线上购物者也面临类似挑战，因为传统搜索工具和网站体验只有在你已经知道该找什么时才有帮助。
Lowe’s 看到了一个机会，可以把项目专业知识送到做决定的人身边，无论客户是在线上开始，还是员工在过道里提供帮助。这需要 AI 能够理解自然语言的项目问题，围绕家装工作的细节进行推理，并以对话方式回应。它还需要为移动中的员工提供语音支持，并在 Lowe’s 的规模下，在客户和员工体验中稳定可靠地运行。OpenAI 的模型为 Lowe’s 提供了这些能力。
“我们一直非常有意识地在推进这件事，”Godbole 说。“我们不想只是更新系统。我们想重塑整个业务，以支持项目，而不仅仅是产品。”
Seemantini Godbole，Lowe’s 执行副总裁兼首席信息与 AI 官。
让家装指导更容易获取
Lowe’s 多年来一直在投资 AI。2023 年发生变化的是客户行为。
“ChatGPT 改变了预期，”数字商务高级副总裁 Joe Cano 表示。“客户现在期望全天候获得快速、专业的答案。他们希望用自然语言描述自己的项目并获得帮助，而不是打开十个标签页去弄清楚哪种覆盖物适合他们所在邮编区域。”
Lowe’s 使用 OpenAI 模型来驱动两种支持家装项目的体验。
Mylow Companion 为员工提供跨部门的对话式答案，通过移动端和桌面端把项目知识带入门店。
面向消费者的 Mylow 是 Lowes.com 上的对话式顾问，帮助客户提出开放式问题，并获得分步指导、产品推荐和相关操作内容。
为手头项目提供更快帮助
Mylow Companion 将前沿智能带给每一位员工，把项目指导放到他们的指尖。Mylow Companion 近一半的交互通过语音完成。员工可以用自己的话描述客户的问题，OpenAI 模型帮助将其转化为基于 Lowe’s 项目知识的指导。这样一来，答案触手可及，员工也能继续专注于眼前的人。
员工倾听客户需求，并运用自己的判断将指导付诸实践。
在油漆过道，员工可能会问 Mylow Companion：“一位客户正在粉刷客厅，想要一种容易清洁的饰面。我应该推荐什么？”员工可以大声提问，并利用这些指导与客户讨论各种选择，而无需离开。
“以前，如果客户需要更换软管龙头，而水管专家又不在，你得让三个人花 30 分钟试着帮忙。现在，一名员工几分钟就能搞定，”Lowe’s 门店执行副总裁 Que Vance 表示。
Mylow Companion 面向全美 50 个州 1,700 家门店的约 30 万名员工开放。Mylow Companion 扩大了新员工和经验丰富员工所能提供的帮助。内部使用模式表明，新员工会频繁使用它，而经验丰富的员工则用它来回答超出其通常部门的客户问题。
Mylow 在 Lowes.com 上为消费者带来了同样的项目优先方法。它基于 OpenAI 模型构建，为客户提供了一种在线规划项目的对话方式。客户无需浏览产品类别或用完全正确的关键词搜索，而是可以准确描述自己想做什么，并获得分步指导、产品推荐和相关操作内容。
“Mylow 的强大之处在于它能理解意图，”Cano 说。“大多数人来到我们网站时，心里并没有某个具体产品。他们带来的是一个待解决的问题。‘我想装搁板’，或者‘我需要能扛得住我三个孩子的油漆。’这个工具会弄清楚他们的意思，并帮助他们完成这件事。”
Joe Cano
根据 Lowe’s 2026 年第二季度财报电话会议，Mylow 用户的转化率是未使用 Mylow 的线上购物者的三倍。
数百万个已回答的问题和 3 倍客户转化率
“如果每位员工每天只问一个问题呢？那就是 30 万个问题。这就是我们现在衡量成功的方式，”Godbole 说。
这个问题体现了 Lowe’s 如何看待门店中的采用情况。另外，自推出以来，Mylow 和 Mylow Companion 已回答了数百万个问题。OpenAI 模型帮助 Lowe’s 将这些日常问题转化为客户和员工可以立即使用的项目指导。
当员工使用 Mylow Companion 在过道中帮助购物者时，Lowe’s 的客户满意度提升了 200 个基点。对 Lowe’s 而言，这就是“工作中的智能”。无论客户是在线上规划，还是员工在面对面提供帮助，项目专业知识都更容易获得。
Lowe’s 已扩展 Mylow Companion，以支持自然语音交互，并在其门店支持中心采用 ChatGPT Enterprise，将其对 OpenAI 的使用扩展到门店过道之外。Lowe’s 正在继续与 OpenAI 一起通过语音和模型能力将“工作中的智能”带入现实，让客户和员工更容易获得帮助——这样购物者就能找到合适的产品，做出有把握的决定，并推动他们的项目向前发展。
“Mylow Companion基于我们红背心的判断力和经验，帮助他们与客户保持同步，将复杂问题转化为明确的下一步行动。我们从事的是解决问题和实现梦想的业务，”Godbole说，“有了正确的工具，我们可以比以往任何时候都做得更好。”
Built with OpenAI, Mylow and Mylow Companion, Lowe’s AI assistants for customers and store associates, have helped Lowe’s answer millions of questions from customers and associates since launch in Spring 2025. Those questions start with a project, whether a customer is planning a room to paint or an associate is helping with an unexpected repair.
“When you’re buying a t-shirt and it doesn’t fit, you just return it. No big deal,” says Seemantini Godbole, Executive Vice President, Chief Information and AI Officer at Lowe’s. “But if you’re renovating a kitchen or redoing your floors, those are expensive decisions. You want to feel confident. And that requires expertise.”
Lowe’s Red Vest associates have long helped customers navigate that complexity. But with stores up to 130,000 square feet and tens of thousands of SKUs, even seasoned team members cannot know everything, especially when a question falls outside their department or experience. Online shoppers face a similar challenge because traditional search tools and website experiences only help if they already know what to look for.
Lowe’s saw an opportunity to put project expertise closer to the people making decisions, whether a customer was starting online or an associate was helping in the aisle. That required AI that could understand natural-language project questions, reason across the details of a home improvement job, and respond conversationally. It also needed to work by voice for associates on the move and perform reliably across customer and associate experiences at Lowe’s scale. OpenAI’s models gave Lowe’s those capabilities.
“We’ve been really intentional,” says Godbole. “We didn’t want to just update our systems. We wanted to rewire the entire business to support projects, not just products.”
Seemantini Godbole, EVP, Chief Information and AI Officer at Lowe’s.
Making home improvement guidance easier to access
Lowe’s had already been investing in AI for years. What changed in 2023 was customer behavior.
“ChatGPT changed expectations,” says Joe Cano, SVP of Digital Commerce. “Customers now expect fast, expert answers 24/7. They want to describe their project in natural language and get help, not open ten tabs to figure out what mulch works in their zip code.”
Lowe’s uses OpenAI models to power two experiences that support home improvement projects.
Mylow Companion gives associates conversational answers across departments, bringing project know-how into stores with access on mobile and desktop.
Consumer-facing Mylow is a conversational advisor on Lowes.com that helps customers ask open-ended questions and get step-by-step guidance, product recommendations, and relevant how-to content.
Faster help for the project at hand
Mylow Companion brings frontier intelligence to every associate by putting project guidance at their fingertips. Nearly half of Mylow Companion interactions happen through voice. Associates can describe a customer’s question in their own words, and OpenAI models help turn it into guidance grounded in Lowe’s project knowledge. That puts answers within reach while associates stay focused on the person in front of them.
The associate listens to what the customer needs and uses their judgment to put the guidance to work.
In the paint aisle, an associate might ask Mylow Companion, “A customer is painting their living room and wants a finish that’s easy to clean. What should I recommend?” The associate can ask aloud and use the guidance to talk through options with the customer, without stepping away.
“Before, if a customer needed to replace a hose bib and the plumbing expert wasn’t there, you’d have three people spending 30 minutes trying to help. Now, one associate can get it done in minutes,” says Que Vance, EVP of Stores at Lowe’s.
Mylow Companion is available to roughly 300,000 associates across 1,700 stores in all 50 states. Mylow Companion expands the help both new and experienced associates can offer. Internal usage patterns suggest newer associates turn to it frequently, while experienced associates use it to answer customer questions beyond their usual departments.
Mylow brings the same project-first approach for its customers on Lowes.com. Built on OpenAI models, it gives customers a conversational way to plan projects online. Instead of navigating product categories or searching with the exact right keywords, customers can describe exactly what they are trying to do and get step-by-step guidance, product recommendations, and relevant how-to content.
“What makes Mylow powerful is it understands intent,” says Cano. “Most people don’t come to our site with a product in mind. They come with a problem. ‘I want to hang shelves,’ or ‘I need paint that holds up to my three kids.’ The tool figures out what they mean, and helps them finish the job.”
Joe Cano
Mylow users convert at three times the rate of online shoppers who do not use Mylow, according to Lowe’s Q2 2026 earnings call.
Millions of answered questions and 3x the customer conversion
“What if each associate asked just one question a day? That’s 300,000 questions. That’s how we measure success now,” says Godbole.
That question captures how Lowe’s thinks about adoption in stores. Separately, Mylow and Mylow Companion have answered millions of questions since launch. OpenAI models help Lowe’s turn those everyday questions into project guidance customers and associates can use right away.
When associates use Mylow Companion to help shoppers in the aisle, Lowe’s has seen customer satisfaction increase by 200 basis points. For Lowe’s, that is Intelligence at Work. Project expertise is easier to reach, whether a customer is planning online or an associate is helping face-to-face.
Lowe’s has expanded Mylow Companion to support natural voice interaction and adopted ChatGPT Enterprise for its Store Support Center, extending its use of OpenAI beyond the store aisle. Lowe’s is continuing to bring Intelligence at Work with OpenAI through voice and model capabilities that make it easier for customers and associates to get help—so shoppers can find the right products, make confident decisions, and move their projects forward.
“Mylow Companion builds on the judgment and experience of our Red Vests, helping them stay with the customer and turn a complex question into a clear next step. We’re in the business of fixing problems and fulfilling dreams,” says Godbole. “With the right tools, we can do that better than ever before.”
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