Omni Talk Retail - Episode: Buy Or Sell: Lowe's AI Assistance For In-store Associate Customer Service?

Release Date: May 9, 2025
Hosts: Chris Walton and Anne Mezzenga
Guests: Ben [Last Name], Chris [Last Name]

Introduction

In this enlightening episode of Omni Talk Retail, hosts Chris Walton and Anne Mezzenga dive deep into Lowe's latest technological advancement: the Milo Companion, an AI-powered assistant designed to enhance in-store associate customer service. Released on May 9, 2025, this episode examines the implications of Lowe's partnership with OpenAI, exploring how generative AI is reshaping the retail landscape.

Lowe's Launch of Milo Companion

The episode kicks off with Alex (presumably a co-host or guest) announcing Lowe's rollout of the Milo Companion:

Alex [00:00]: "Lowe's has rolled out an AI assistant for Store Associates, according to Chain Storage. Again, Lowe's is introducing Milo Companion, an AI-enabled employee app developed in partnership with OpenAI. The app provides access to product details, project advice, and inventory information, and also speeds up the employee onboarding process. According to Lowe's, the launch of Milo Companion to all associates across its more than 1,700 stores marks the first time a retailer has successfully implemented this top type of technology at scale."

Key Features of Milo Companion:

• Generative AI: Facilitates natural conversational prompts for customer inquiries.
• Voice-to-Text Capability: Enables hands-free use for associates.
• Comprehensive Support: Includes product details, project advice, inventory information, and onboarding assistance.
• Scalability: Deployed across over 1,700 Lowe's stores, marking a significant milestone in retail AI implementation.

Impact on Customer and Associate Dynamics

Ben raises a critical question about the potential shift in customer behavior with the introduction of Milo Companion:

Ben [01:11]: "If Lowe's customers can now access the same AI assistant as In-Store Associates, do you think they'll eventually just turn to their phones for In-Store Home improvement?"

Discussion Points:

• Dual Access: Both customers and associates have access to the same AI tool, potentially altering in-store interactions.
• Customer Preferences: Some may prefer using their devices for quick queries, similar to choosing between traditional checkout and self-checkout options.
• Consistency of Service: The AI ensures a uniform quality of responses, irrespective of whether the information comes from an associate or a personal device.

Ben further elaborates:

Ben [01:11]: "You're democratizing the data and you're providing a better quality of response to everybody regardless of how they want to access it. And I think for that, great, well done Lowe's."

Enhancing Employee Training and Onboarding

Alex emphasizes that the Milo Companion is not solely for customer interactions but also plays a crucial role in training new associates:

Alex [02:20]: "Lowe's deserves more credit for what they set out to partner with Chat GPT to create with this Milo assistant, which really was about how do we use this for onboarding... to help our associates in the store who just started their summer job at Lowe's understand very quickly... what's our warranty like on these power tools so that they can quickly have that knowledge."

Key Insights:

• Onboarding Efficiency: Accelerates the training process for new associates by providing immediate access to essential information.
• Future Training Applications: Data collected from Milo Companion interactions will inform and improve future training programs.
• Empowering New Associates: Equips less experienced employees with the tools needed to assist customers effectively from day one.

Balancing AI Assistance with Human Expertise

Chris offers a nuanced perspective, highlighting both the utility and limitations of the Milo Companion:

Chris [03:39]: "I look this up myself, but I think there's still value in it... Lowe's PR deserves some, some, some tarnish here... they're picking up and running with it... people go into stores and think that they know more than the associate anyway because they probably been in the job for like two weeks."

Discussion Points:

• Personal Preference vs. AI Utility: While some associates may prefer using personal devices for information, AI assistance ensures consistency and reliability.
• PR Strategy Concerns: Chris critiques Lowe's portrayal of the AI's capabilities, suggesting that media narratives may not fully capture its practical applications.
• Human Element Remains Crucial: Despite AI advancements, the expertise and personal touch of seasoned associates remain invaluable, especially in complex sales scenarios.

Applications in High-Consideration Sales

The conversation shifts to how Milo Companion can support high-consideration sales processes:

Chris [04:37]: "AI can assist by prompting sales associates with targeted questions to better understand customer needs... you can pipe the loyalty program into those employee devices too and get all the benefits from the questions that you can ask in a highly assisted sale."

Key Insights:

• Enhanced Customer Understanding: AI prompts can help associates ask more precise questions, leading to better customer service and sales outcomes.
• Integration with Loyalty Programs: Linking AI tools with existing customer loyalty programs can provide tailored recommendations and offers.
• Assisted Selling: In complex purchases, such as flooring installation, AI can guide associates through detailed steps, ensuring thorough and accurate assistance.

Conclusion

The episode wraps up with a consensus that while the Milo Companion offers significant benefits in standardizing customer service and streamlining associate training, the human element remains indispensable. The integration of AI tools like Milo Companion represents a forward-thinking approach to retail, balancing technological innovation with the irreplaceable value of human expertise.

Notable Quotes

• Alex [00:00]: "Milo Companion uses generative AI to let associates obtain answers to customer inquiries using natural conversational prompts."

• Ben [01:11]: "You're democratizing the data and you're providing a better quality of response to everybody regardless of how they want to access it."

• Chris [03:39]: "Lowe's PR deserves some, some, some tarnish here... they're picking up and running with it."

• Chris [04:37]: "AI can assist by prompting sales associates with targeted questions to better understand customer needs."

Final Thoughts

Omni Talk Retail provides a comprehensive analysis of Lowe's Milo Companion, highlighting its potential to transform in-store experiences for both customers and associates. By leveraging AI, Lowe's aims to enhance service consistency, expedite training, and support complex sales processes, all while maintaining the essential human touch that defines exceptional retail service.