Customer-facing AI tools are finding a place in home improvement retail, with Lowe’s and The Home Depot each launching their own tools this week.
Lowe’s launched Mylow, an AI-powered adviser developed in partnership with OpenAI, to help answer customers’ home improvement questions, Wednesday. The software is available to MyLowe’s rewards members through the Lowe’s website. Mylow will include voice capabilities and be available on the Lowe’s app later this year.
Home Depot introduced Magic Apron, a suite of generative AI tools designed to improve search results and answer questions, Thursday. Magic Apron is available on “millions” of product pages at Home Depot’s website and through its mobile app.
Both home improvement retailers’ solutions are designed to complement, rather than replace, associates, assisting workers as well as customers. The tools seek to offer shoppers the level of guidance they would receive in-store while browsing online.
Mylow will work alongside the retailer’s associate-facing app, which uses the same technology, and the Lowe’s Digital Home Platform, which offers MyLowe’s Rewards members personalized product information and maintenance suggestions.
“We're aiming to deliver the best customer service in retail, and Mylow represents an industry-leading step forward in helping us do that,” Seemantini Godbole, chief digital and information officer at Lowe’s, said in a prepared statement. “This solution will not only help our customers be more informed, but our associates too.”
Magic Apron is designed to bring the experience of work with a Home Depot associate from the store into the digital world.
"Home Depot customers have always relied on the expertise of our orange-aproned associates in the aisles of our stores to answer questions and help them solve problems," Jordan Broggi, EVP of customer experience and president of online at Home Depot, said in a prepared statement.
AI assistance with a conversational tone
Both home improvement retailers’ AI-powered tools are capable of offering answers to conversational questions, though each company highlighted different aspects of their capabilities.
Mylow is designed to share content that is digestible for DIY customers of any experience level, and leaders noted the tool would offer links to products for seamless checkout on a Q4 2024 earnings call last month. Users can further refine the AI assistant’s recommendations with details like their budget or ZIP code.
Magic Apron’s tool suite aims to handle tasks like offering how-to instructions, suggesting products and summarizing reviews. Home Depot plans to roll out additional features in the coming months including design ideas and product comparisons.
Both solutions are capable of offering step-by-step guides in response to customer queries. Each can respond to conversational questions, such as how much mulch a customer needs for their garden project.
Home Depot’s AI-powered tools are currently only available on Home Depot’s DIY site, but the solution will roll out to the retailer’s professional B2B site soon. There, the AI-powered tools will offer support tailored to the needs of contractors and business account customers.
Dual approaches to customer experience
Lowe’s and Home Depot have each put customer experience front and center on recent investor calls.
Lowe’s is focusing on a tech-forward CX strategy that leans into AI to power better in-store and online experiences. The ultimate goal is to create an interconnected experience through its combined loyalty and technology investments.
“We’re confident that there is still a great deal of opportunity for us to grow market share with both pro and DIY customers by building loyalty with our current customers and winning new customers looking for a friction-free shopping experience within home improvement,” Marvin Ellison, president and CEO of Lowe’s, said on a December analyst and investor presentation.
Home Depot has a heavy emphasis on the professional contractor experience through improvements to the in-store experience, including through a pro customer-focused manager role and flexible last-mile options such as direct jobsite delivery.
“Our strategic priorities remain creating the best interconnected shopping experience, growing our pro wallet share through a unique ecosystem of capabilities and building new stores,” Ted Decker, president and CEO of Home Depot, said during a Q4 2024 earnings call last week.
