Transforming the home improvement journey is becoming a major focus for Lowe’s, which is increasingly using artificial intelligence to simplify complex renovation projects for customers. From generative shopping assistants to project orchestration platforms, the U.S. retailer is developing an AI-powered ecosystem designed to anticipate customer needs, streamline decision-making and manage entire home improvement projects. A key part of this transformation is the company’s global technology model, where teams in India play a crucial role in building and supporting these digital capabilities.
Home improvement projects often involve weeks of planning, coordination and financial decisions. Lowe’s serves both homeowners handling individual upgrades and professional contractors managing large developments. These journeys require very different experiences. A homeowner replacing a refrigerator may need help selecting a product, arranging delivery and scheduling installation. A developer buying hundreds of appliances, however, requires supply chain coordination and project planning. According to Neelima Sharma, senior vice-president of omnichannel and ecommerce technology at Lowe’s, customer experiences remain deeply personal. “If a customer’s refrigerator is broken, that’s a problem for their family,” she said. “We want to make sure the right refrigerator shows up at the right house at the right time.”
Artificial intelligence is becoming central to how Lowe’s manages this process. At the centre of its strategy is Mylow, a generative AI assistant launched last year. Built on large language models, the tool reflects how retail engagement is evolving toward intelligent digital interfaces. Initially, many customers used Mylow for instructional queries such as how to build decks or fix plumbing issues. Over time, interactions shifted toward more transactional tasks such as order tracking, product advice and design suggestions. “Home improvement is very personalised,” Sharma said. “We need to understand customer intent, preferences and then surface the right solutions.”
Lowe’s is also expanding the assistant’s capabilities with visual design support, allowing customers to upload images of their rooms and receive personalised recommendations. The platform is being integrated with broader marketplace tools that improve product discovery and purchasing. Sharma noted that customer trust in AI systems is growing quickly. She recalled a customer asking Mylow during a store promotion whether they would receive a limited-edition giveaway. “The level of trust customers are starting to place in AI assistants has changed dramatically,” she said.
Behind these innovations is a global development model where teams across regions collaborate on engineering, user experience design, data science and AI research. Lowe’s teams in India work closely with colleagues in the United States to build and refine these technologies. “We think of ourselves as one global team,” Sharma said. “Recognising each other’s strengths and bringing them together is our secret sauce.” She added that the company’s workforce has evolved to include expertise in behavioural science, anthropology, design and data science as generative AI reshapes retail technology.
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