Lowe’s, one of the largest and most well-known home improvement retailers in North America, is increasingly integrating artificial intelligence into its operations, using it to manage a growing variety of complex tasks. However, according to CEO Marvin Ellison, the company’s strategic motive for adopting this technology is not centered on reducing labor expenses or displacing human workers. Instead, Ellison emphasized that he envisions AI as a transformative instrument for augmenting efficiency, expanding innovation, and ultimately driving higher revenue rather than diminishing the workforce.
Speaking candidly at Morgan Stanley’s Consumer and Retail Conference on Tuesday, Ellison articulated a perspective that diverges from the typical narrative surrounding automation. He stressed that technology should not be perceived merely as a tool for eliminating roles but rather as a resource for alleviating the workload that often burdens employees, thereby allowing them to devote more energy to value-creating initiatives. As he explained, the company is exploring how AI might reduce certain tedious or administrative aspects of work by as much as half. This, he suggested, could free up employees—such as merchants and category managers—who currently spend substantial portions of their day compiling spreadsheets, crafting email responses, or coordinating with suppliers, to instead concentrate on strategic decisions and customer engagement that have a measurable impact on sales.
Ellison elaborated that this approach reflects a broader cultural shift within Lowe’s. When he assumed the role of CEO in 2018, the home improvement industry still relied heavily on traditional, manual methods—what he described as an era dominated by “binders and whiteboards.” Since then, Lowe’s has undergone a significant digital transformation, implementing a sophisticated suite of technology platforms that replace those manual systems with interconnected digital tools. Among the company’s most notable advancements is its partnership with OpenAI, which has been instrumental in accelerating the modernization of Lowe’s operational infrastructure.
The company’s internal development processes themselves are becoming more efficient through the use of AI-enhanced programming and automated approval systems. Ellison explained that these innovations streamline the creation and deployment of new technologies within the organization, allowing Lowe’s to implement solutions faster and more effectively than before. Moreover, he highlighted how AI has extended beyond back-end development into the front lines of customer service. Store associates now benefit from AI-driven resources that help them provide quicker, more accurate information to shoppers, improving both service quality and customer satisfaction.
This commitment to digital innovation extends directly to consumers through tools such as the Mylow chatbot, accessible in the Lowe’s mobile app. The chatbot leverages natural language processing to handle a wide range of inquiries, from the simple to the technically complex. Ellison recalled a recent instance during Thanksgiving when users contacted the company for assistance with malfunctioning stoves. The system was able to provide detailed, actionable advice to help those customers troubleshoot their appliances—guidance far more nuanced than merely locating a product aisle. By offering practical solutions to real problems, the chatbot demonstrates how AI can enhance the consumer experience in ways that are genuinely helpful and human-centered.
Ellison’s stance places him among a new wave of retail executives who are engaging thoughtfully with the implications of AI in the workplace. He is not alone in adopting this mindset. Walmart’s outgoing CEO, Doug McMillon, for instance, remarked earlier in the year that artificial intelligence would ultimately influence virtually every position across the retail landscape. At the same Morgan Stanley conference, Walmart’s CFO, John David Rainey, drew an insightful comparison between today’s introduction of AI and the adoption of spreadsheet programs such as Microsoft Excel decades ago. Just as the employees who mastered Excel gained a significant professional advantage, Rainey suggested that those who learn to integrate AI tools effectively will be best positioned for success in the evolving workplace.
Rainey further observed that AI should not be feared as a disruptive force destined to erase employment opportunities; rather, it should be embraced as a mechanism that enhances individuals’ capacity to perform their jobs with greater precision and insight. While he acknowledged that automation could lead to the disappearance of certain roles, he equally emphasized that it would give rise to entirely new forms of work requiring fresh skills and creativity. Ellison’s philosophy mirrors this balanced perspective—one that views AI not as an existential threat to human labor but as an enabler of growth, efficiency, and innovation. Through this lens, technology becomes a catalyst for redefining what is possible in retail, empowering both employees and customers while reshaping the future of the industry.
Sourse: https://www.businessinsider.com/lowes-ceo-says-ai-isnt-just-about-replacing-jobs-2025-12
