The Challenge

Store associates need to answer a wide range of customer questions in real time—from product location to comparisons to complex “how do I” scenarios. Early AI prototypes surfaced answers, but without clear structure or boundaries, responses risked being inconsistent, overly verbose, or unsafe for real-world retail use. The challenge wasn’t just what the AI said—it was how information was organized, prioritized, and constrained so associates could trust and act on it in live customer interactions.

The Process

My role focused on defining how knowledge should be structured, delivered, and governed within the AI experience. I partnered closely with product designers, engineers, legal, and store operations to:

• Establish response patterns that felt predictable and usable on the sales floor

• Define what the assistant can, cannot, and should not yet answer

• Create reusable content frameworks that scaled across categories and use cases

The Impact

MyLow launched as Lowe’s first conversational AI assistant, offering intelligent support at every step of their home improvement journey. The assistant simplified customer confidence, and reduced reliance on contact centers. It laid the foundation for Lowe’s future in agentic commerce—showing how thoughtful content and AI can work together to deliver support at scale.