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Lowe\u2019s<\/strong> knows that home improvement projects can be daunting. Even a relatively modest bathroom or kitchen renovation involves money, time, inconvenience and choices \u2014 so many choices. To help these customers move past their initial fear and get started, Lowe\u2019s launched the AI-powered Mylow app in March 2025, which now offers enhanced visualization tools; targeted content, including videos and articles; and in-app purchasing capabilities.<\/p>\n These and other AI-powered initiatives have helped Lowe\u2019s achieve a 2X<\/strong> conversion rate for Mylow users compared to non-users. \u201cWe want to focus on that high-intent customer and capture as much of that [purchase] as we possibly can,\u201d said Joe Cano, SVP, Digital Commerce at Lowe\u2019s in an interview with Retail TouchPoints<\/em> where Cano also shared the many ways AI is changing the customer and associate experiences at Lowe\u2019s.<\/p>\n Retail TouchPoints: How do you see the Mylow app helping customers who are apprehensive about starting a big home improvement project?<\/mark><\/em><\/strong><\/p>\n Joe Cano: <\/strong>Customers [using Mylow] aren\u2019t asking it, \u201cWhat\u2019s the best refrigerator?\u201d, they\u2019re asking \u201cHow do I do this project?\u201d That means they\u2019re a higher-spend customer and we need to help them more. To find a refrigerator you can go into a store and do a lot of research, but renovating a kitchen \u2014 I don\u2019t know that there\u2019s any step-by-step of how, exactly, to renovate your kitchen and the best way to do it. That\u2019s where we\u2019re really focused, on solving those problems.<\/strong><\/p>\n With Mylow, you can take a picture of your bathroom and upload it to the app, and then you can choose different tiles for the floors and the backsplash, a new mirror, a new vanity, a new toilet \u2014 you can fully customize your bathroom. We\u2019ll put it all into a portfolio for you that you can bring into the store and say to our designers, \u201cHey, this is what I was thinking; do you like this? Do you have it in stock, and if not how can I get it? Do you have a pro that you can connect me to?\u201d<\/p>\n Customers also can use Mylow for inspiration, for example with kitchens \u2014 obviously, another huge undertaking. You can say to Mylow, \u201cI want a modern kitchen with lighter wood cabinets and stone countertops, and here\u2019s a backsplash that I might want.\u201d Then we use Google\u2019s Nano Banana [AI image generation] technology to showcase great images and help them start creating their kitchen of the future. And of course, people also can use Mylow to make purchases.<\/p>\n RTP: AI has been growing rapidly, but traditional Google search is likely still the predominant way customers interact with Lowe\u2019s. How are you serving those consumers?<\/mark><\/em><\/strong><\/p>\n Cano: <\/strong>We just announced [during the NRF Big Show] a great partnership with Google<\/strong>. If you\u2019re on Google and type in Lowe\u2019s, that allows you to ask questions of both Mylow and Google \u2014 and [in responding], it uses the tone of voice that Lowe\u2019s would. It\u2019s a great way for us to say, \u201cOK, I want to meet you where you\u2019re at.\u201d We know that not everybody\u2019s going to come to Lowes.com.<\/p>\n RTP: Are there other ways Lowe\u2019s is enhancing and personalizing the shopping experience?<\/mark><\/em><\/strong><\/p>\n Cano: <\/strong>We\u2019ve noticed that our younger customers, millennials and Gen Z, just don\u2019t want to see a still picture anymore; they want to see video content. So, we\u2019ve relaunched our creator network, which includes about 2,000<\/strong> creators, including the well-known Mr. Beast<\/strong>. We\u2019re showcasing our amazing products via our creator network.<\/p>\n We\u2019re also able to customize the videos that you see on Lowes.com to you and your search. We worked with Firework so that if, for example, you\u2019re searching for a new drill, we\u2019ll point out the drills that everyone\u2019s focused on, and you can watch 15<\/strong>-second videos to see which is the best one for you.<\/p>\n What this means is that the content on your homepage is going to change, so that what you see on Lowes.com versus what I see is going to be different<\/strong> \u2014 depending on if you\u2019re a known person and we know your search history. We\u2019ll say, \u201cHere are the deals we have on drills right now, here\u2019s some at a high price point, here\u2019s some at a low price point.\u201d<\/p>\n That\u2019s why people are using AI agents, because it gets them to an answer in a quicker manner. This is a way for us to say, OK, you\u2019re asking me a question; I\u2019m going to give you stuff so that you don\u2019t have to search through pages and pages of product. We\u2019re going to serve you everything that we think you want as well. All that combined is showcasing how we\u2019re bringing in content within product and curating it for you so that you\u2019re not scrolling through endless aisles, because nobody has time for that anymore.<\/strong><\/p>\n RTP: How does Lowe\u2019s know what type of content will be most relevant?<\/mark><\/em><\/strong><\/p>\n Cano: <\/strong>If you\u2019re on Mylow and get a null search term [a query with zero results], it means we actually don\u2019t have an answer for you. Then, that triggers us to say that if a lot of customers are actually asking about this, [we should create content about it]. Then we go into our creative studio in Charlotte, N.C., which is also owned by my team. So if everyone\u2019s asking, for example, \u201cHow do I paint my cabinets?\u201d, we\u2019re showing them: here\u2019s the primer; here\u2019s how long it takes. We\u2019re looking at all these new ways customers are interacting with us.<\/p>\n RTP: What else has Lowe\u2019s learned from customers?<\/mark><\/em><\/strong><\/p>\n Cano: <\/strong>Customers have let us know their intent in faster ways. For example, originally we weren\u2019t going to integrate voice [interactions with Mylow] until later this year, but we saw that customers were really interacting with voice-enabled OpenAI and ChatGPT and other agents, so we actually pulled that forward. It just launched, and people are engaging with it.<\/p>\n And we saw that it wasn\u2019t just our customers; associates in our stores wanted [voice] access to the technology as well, so instead of typing on their handheld device, they\u2019re saying \u201cWhere can I find X, Y and Z?\u201d That\u2019s saving so much time for our associates and making it easier for them to actually help customers in stores. That\u2019s been a huge win for us.<\/p>\n Most of our customers don\u2019t come into the store knowing what they need; they just know that they have a problem and they need you to help fix it, so getting our associates armed with that information has been so important. Home improvement is a great space for AI applications because, unlike an apparel purchase, it\u2019s complex, and AI is going to be the way we can help with those complex purchases.<\/strong><\/p>\n<\/p><\/div>\n