This story was originally published on CX Dive. To receive daily news and insights, subscribe to our free daily CX Dive newsletter. Dive Brief: Lowe’s AI virtual assistants have boosted customer satisfaction and contributed to sales growth, executives said on a Q3 2025 earnings call Wednesday. Mylow and Mylow Companion, the customer-facing and employee-facing virtual assistants Lowe’s launched this spring, are answering nearly 1 million questions per month. Customer satisfaction scores increase 2% amon ...

Core Insights - Lowe's Companies, Inc. is implementing a "Total Home" strategy that integrates artificial intelligence (AI) to enhance customer engagement and associate productivity [1] Financial Performance - In Q2 of fiscal 2025, Lowe's reported sales of $24 billion, reflecting a year-over-year increase of 1.1%, driven by strong performance in Pro and DIY segments [2][10] - Online sales increased by 7.5%, attributed to an improved digital experience and the Lowe's Rewards program [2] Innovations and Technology - The Mylow Companion app, an AI-powered tool for store associates, provides fast and accurate product recommendations, enhancing customer satisfaction and associate productivity [3][10] - Mylow, a virtual advisor for customers, assists shoppers in navigating home improvement projects, catering to both DIY enthusiasts and professionals [4] Strategic Acquisitions - Lowe's Pro strategy is bolstered by the acquisition of Foundation Building Materials (FBM), which includes AI Blueprint Takeoff technology that automates quantity extraction from digital blueprints, improving project planning efficiency [5][10] - FBM's extensive branch network and mobile app enhance Lowe's reach in key regions, contributing to growth in the Pro market valued at $250 billion [6] Competitive Landscape - Competitors like Home Depot are also leveraging AI to improve customer experience and operational efficiency, including enhanced search functionality and optimized delivery operations [7] - Floor & Decor Holdings is investing significantly in IT infrastructure to strengthen its omnichannel retail operations [9] - Williams-Sonoma is deploying AI across customer experience, supply chain optimization, and internal operations, aiming for improved productivity and cost savings [11][12]

Core Insights - Lowe's Companies, Inc. is integrating artificial intelligence into its operations as part of its "Total Home" strategy to enhance customer engagement and associate productivity [1] - The introduction of the Mylow Companion app aims to provide frontline associates with instant product recommendations, improving service quality and customer satisfaction [2][10] AI Integration and Customer Experience - The Mylow Companion app allows employees to offer accurate product recommendations, enhancing the shopping experience for both DIY customers and professionals [2][10] - Lowe's consumer-facing technology, including the Mylow virtual advisor, provides step-by-step project guidance, creating a seamless transition from planning to purchase [3][6] Operational Efficiency and Associate Productivity - Associates utilize the Mylow Companion app to broaden their knowledge across departments, reflecting Lowe's commitment to continuous productivity improvement [4] - The integration of AI Blueprint technology from Foundation Building Materials will enable the Pro Desk to automatically extract material quantities from digital plans, improving accuracy and efficiency for larger projects [5][10] Competitive Landscape - Home Depot is also leveraging AI to enhance customer experience through improved search functionality and optimized delivery operations, including a "ship from best location" system [7][8] - Floor & Decor is investing in a new ERP system and plans to allocate $35-$40 million for IT infrastructure and e-commerce initiatives, focusing on operational efficiency [9][11] - Williams-Sonoma is implementing AI across customer experience, supply-chain optimization, and internal operations, utilizing a proprietary AI platform for various functions [11][12][13]

Core Viewpoint - Lowe's Companies, Inc. is set to report its second-quarter fiscal 2025 earnings on August 20, with expectations for revenue of $24.02 billion, reflecting a 1.9% year-over-year growth, and earnings per share (EPS) of $4.24, indicating a 3.4% increase from the previous year [1][9]. Group 1: Earnings Expectations - The Zacks Consensus Estimate for Lowe's revenues stands at $24.02 billion, implying a 1.9% growth from the prior year [1][9]. - The consensus mark for earnings has decreased by a penny to $4.24 per share, still suggesting a 3.4% increase from the year-ago period [1][9]. - Lowe's has a trailing four-quarter earnings surprise of 3.2%, with the last reported quarter outperforming the Zacks Consensus Estimate by 1.4% [2]. Group 2: Key Growth Drivers - Key factors expected to drive Lowe's second-quarter results include product innovation, the MyLowe's Rewards program, digital expansion, and resilient demand from professional customers [3]. - The acquisition of Artisan Design Group is anticipated to enhance Lowe's reach in design, distribution, and installation for new home construction and large-scale renovations [3]. - Digital growth is a significant contributor, with online sales momentum expected to continue benefiting from the home improvement marketplace powered by Mirakl [4]. Group 3: Customer Experience Enhancements - The rollout of Mylow, an AI-powered virtual home improvement advisor, along with Mylow Companion for associates, is designed to enhance customer experience and improve sales processes [5]. - These tools provide project guidance and product recommendations, which are expected to improve conversion rates and encourage repeat visits [5]. Group 4: Market Conditions and Challenges - Ongoing weakness in DIY big-ticket discretionary categories, such as flooring and kitchens, is a concern due to higher mortgage rates and affordability challenges [7]. - Rising wage and healthcare costs may pressure selling, general, and administrative (SG&A) expenses [7]. - Despite diversifying sourcing, a significant portion of Lowe's purchases still comes from China, exposing the company to potential tariff impacts [7]. Group 5: Earnings Prediction Model - The Zacks model does not predict a definitive earnings beat for Lowe's this quarter, as it has a Zacks Rank of 3 and an Earnings ESP of -0.56% [8][10].

Core Insights - Lowe's has launched Mylow Companion, an AI tool designed to enhance customer service and expedite associate onboarding, marking a significant advancement in retail technology [1][2][4] Group 1: Product Features - Mylow Companion is purpose-built for associate sales floor devices, providing quick access to product details, project advice, and inventory information to assist home improvement customers [3][4] - The tool utilizes generative AI to improve associate knowledge, enabling them to confidently assist customers regardless of their experience level [4][5] Group 2: Industry Leadership - Lowe's positions itself as a leader in the home improvement industry by being the first retailer to implement an AI tool at scale, enhancing the overall customer and associate experience [4][5][7] - The launch of Mylow Companion follows the introduction of Mylow, Lowe's customer-facing virtual advisor, showcasing the company's commitment to innovation in retail technology [5][7] Group 3: Collaboration and Technology - Mylow Companion was developed in collaboration with OpenAI, leveraging advanced AI capabilities to streamline the customer assistance process [6][5] - Associates can interact with Mylow Companion using natural language prompts, including voice-to-text functionality for hands-free use [6][5] Group 4: Company Overview - Lowe's Companies, Inc. operates over 1,700 home improvement stores and serves approximately 16 million customer transactions weekly, with total fiscal year 2024 sales exceeding $83 billion [9]