Transcript
Alex (0:00)
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 1700 stores marks the first time a retailer has successfully implemented this top type of technology at scale. Milo Companion uses generative AI to let associates obtain answers to customer inquiries using natural conversational prompts, including voice to text for faster hands free use. The prompts can include inquiries like what kind of fertilizer works best for Bermuda grass? Or how can I fix a leaky faucet and receive actionable information on the handheld devices that they already use. Ben, you get this question and it is also the A and M put you on the spot question they want to know. Ben, 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?
Ben (1:11)
Asks I think it's a really good question and I think it's okay that it doesn't have to be an either or, and I think both are absolutely fine. So I really like this. This is a great use case for AI. Why is it a great use case for AI? There are certain categories where you a higher level of customer service is really helpful, but when you walk into the store, you've got no idea if the person you're speaking to has been in this category selling these products for 20 years or was just recruited last week and knows less about it than you do. So providing tools to help that consistency of experience is great. And you know what? If actually you're stood in front of the fixture and you just want to do that same query on your phone, that's okay. It's like the checkout versus Self checkout option. Sometimes introverts just like to walk around the store without talking to anybody and that's okay as well. So let's not see it as a negative. I think it's fine. 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.
Alex (2:20)
Yeah, I agree. I'm going to knock the reporting on this one a little bit too, because I feel like it's it's just highlighting that particular use case of how to fix a leaky faucet and not what I think Lowe's set out like. I think Lowe's deserves more credit for what they set out to partner with Chat GPT to create with this Milo assistant, which really after talking to a Lowe's executive earlier this year who worked on this project, which really was about how do we use this for onboarding, how do we help our associates in the store who just started their summer job at Lowe's understand very quickly, like what time does our shipment get in, how quick, you know, what's our warranty like on these power tools so that they can quickly have that knowledge. And then Lowe's was using that to help them better train associates in the future. Like they're using that data in that way. And I agree. I think the idea that as a consumer, I'm going to go up to the 16 year old for their first summer job at Lowe's and be like, how do I fix this leaky faucet? You'll know real quick whether or not you're getting the expert there or somebody who's just going to collectively look at Chat or this Milo assistant with you on it. But I think there's still value here in what Milo was set out to do. But Chris, do you agree with that or are you, are you still, are you thinking that you're not going to, you'd look this up yourself?