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% among customers who engage with associates using Mylow Companion in store.
- Mylow is also making its impact online. Among customers who engage with Mylow online, the conversion rate more than doubles — “clear evidence that AI is simplifying decision-making and driving sales,” CEO Marvin Ellison said.
Dive Insight:
Lowe’s is looking to improve the shopping experience for both pro and DIY customers through its AI investments, loyalty program and associates. The efforts have driven increased traffic and conversion, too.
Though Lowe’s missed analyst expectations, it outperformed Home Depot in a key measure, growing comparable sales 0.4% year over year to Home Depot’s 0.2% year-over-year growth. Comparable sales were driven in part by 11.4% year-over-year online sales growth, according to Ellison.
The company had $129 million in pre-tax expenses in the third quarter associated with the acquisitions of Artisan Design Group and Foundation Building Materials, which expands its offerings to pro customers, according to an earnings report. As a result, Lowe's reported net earnings of $1.6 billion, a decrease of 4.7% year over year.
Associates continue to be the company’s greatest asset, and investments to support frontline associates, including new training programs, are paying off, Joseph McFarland, EVP of stores, said on the call.
“These programs are boosting their knowledge, confidence and effectiveness at driving sales,” McFarland said. “Add it all up, and we're empowering our associates with the tools they need to sell more effectively across all departments in the store.”
Associate engagement and well-being continue to improve, contributing to improved customer satisfaction, McFarland said.
“All told, our better trained and highly engaged associates are elevating the Lowe's shopping experience, which is reflected in improved customer satisfaction scores for both the DIY and Pro,” McFarland said.
The home improvement retailer is also leveraging its DIY and pro loyalty programs to gain deeper customer insights, personalize offers and keep customers coming back. MyLowe's Rewards members shop twice as often and spend over 50% more than non-members, Ellison said.
