Lowe’s virtual assistants boost satisfaction and sales

Core Insights - Lowe's is enhancing the shopping experience for both professional and DIY customers through investments in AI, a loyalty program, and associate training, resulting in increased traffic and conversion rates [3][5] - Despite missing analyst expectations, Lowe's achieved a 0.4% year-over-year growth in comparable sales, outperforming Home Depot's 0.2% growth, with online sales growing by 11.4% year-over-year [3][4] - The company incurred $129 million in pre-tax expenses in Q3 related to acquisitions aimed at expanding offerings for professional customers, leading to a net earnings report of $1.6 billion, a decrease of 4.7% year-over-year [4] Associate Engagement - Associates are considered Lowe's greatest asset, with investments in training programs enhancing their knowledge and effectiveness in driving sales [5] - Improved associate engagement and well-being are contributing to higher customer satisfaction scores [5][6] - The company is leveraging its loyalty programs to gain customer insights, with MyLowe's Rewards members shopping twice as often and spending over 50% more than non-members [6] AI and Customer Satisfaction - Lowe's AI virtual assistants, Mylow and Mylow Companion, are answering nearly 1 million questions per month and have positively impacted customer satisfaction and sales growth [7] - Customer satisfaction scores increased by 2% among customers engaging with associates using Mylow Companion in-store [7] - Online engagement with Mylow has more than doubled the conversion rate, indicating that AI is simplifying decision-making and driving sales [7]