Service stays human at Lowe’s, as AI helps associates deliver faster, sharper CX

Complex home improvement projects don’t run on chatbots. At Lowe’s, AI elevates human expertise to deliver faster service, smarter support, and a customer experience built on real advice—not canned responses.

Gaurav Dixit, VP of Digital CX at Lowe’s, draws on deep product management experience—from Walmart to Staples—to lead the thoughtful integration of AI into the customer journey.

DIY, but not alone: "For us, the human connection is really important. AI isn't about replacing that; it's about enabling human connections to be better—for example, we empower our associates with Mylow Companion, our AI tool built for the store floor, to provide an even higher level of customer service," says Dixit.

That philosophy meets a uniquely complex retail reality. Home improvement projects often demand deep, personalized support, from choosing the right lumber to troubleshooting a leaky faucet. "You need advice on what's going to work," he explains. "That's where Lowe's comes into play, with the help of our 300,000 associates and an awesome omnichannel experience, providing guidance and step-by-step help for our customers to solve their problem."

From aisles to algorithms: Home improvement habits are changing, and Lowe’s is adapting. From mobile-first shopping to always-on brand engagement, today’s customer expects inspiration on demand—and guidance that meets them wherever they are. "Mobile-first is becoming more and more prevalent for the new generation," says Dixit. "Instead of customers following the brand, the brand has to be everywhere the customer needs them."

Inspiration and influence are central to that shift. "We have Style Your Space where customers can get inspired," he adds. "And influencers have become a major focus for us." On June 10, Lowe’s launched the creator network to further leverage it’s influencer relationships. Behind the scenes, AI has long powered that evolution. "We’ve been using AI for our search, recommendations, forecasting, and inspiration," Dixit says. "We have more than 50 in-house models helping us solve problems every day."

CX companion: Lowe’s sees AI as transforming shopping, selling, and the nature of work. "We are proud to have Mylow, a first-to-market AI tool where you can ask any question about home improvement and get an answer instantly, and that's working really well," Dixit says. Next up? Supporting the people behind the counter.

"For our associates, we have our own AI-enabled companion app so they are updated with the latest know-how and product availability," he explains. It’s all part of a bigger philosophy of using AI to build confidence in decision making and customer support. "We are approaching AI with the problem first: how can we enable our associates to provide better customer service?"

Rounding out the framework, Lowe’s is currently launching an eGPT to support it’s corporate associates.

Test twice, launch once: AI's fast iteration cycles bring both excitement and pressure, but speed doesn’t override safety. When AI is used to guide complex, even safety-sensitive projects, Lowe’s takes a deliberately cautious approach. "Whenever we launch, it goes through a lot of cycles of testing. We are very conscious that we don't want the wrong response to go out," he explains. Every AI feature is vetted internally before customers ever see it.

Happy customer, happy company: "Our key objective is to solve problems and fulfill dreams for the home," Dixit explains. While AI can provide instant answers, Lowe’s stays focused on outcomes over speed. "AI is a method to fulfill the customer's need, so the metrics haven’t changed—but the methods to achieve those metrics have."

That same clarity guides how Lowe’s approaches AI adoption. "Don't think about just investing in AI. First, think about the problem that you're trying to solve," Dixit advises. "Then figure out whether AI is the right solution. AI is not the answer to every question."

Legacy, not static: For a centenarian brand like Lowe's, staying relevant means constant reinvention. That mindset is baked into Lowe’s total home strategy and supported by the company’s revised mission. Dixit sees the reframing as central to the brand’s evolution. "I think that's the reinvention: keep investing and relooking. Our goal is to align ourselves with the customer to provide strong value and be the most helpful brand in home improvement."