Small cameras, now mounted at the top of shelves in certain high-touch departments, stream real-time information on shelf-stock levels. “We can input AI-driven insights, results or signals captured from searches to get the customer to the right place,” Jawhar says, “but to do that, we’ve got to understand the human language, and we’re finding people on our website search engine are starting to ask questions as if it were a human.”Ĭomputer vision is another technology being deployed by the retailer. Lowe’s is also using AI technology to sharpen its website search engine, so it knows that “leaky roof,” for example, actually relates to products such as shingles or siliconized reflective roof coatings. In testing, we were able to identify accurately about 70% of customer intents and improve our algorithm from there.” “They were just asking for it in 10 or 15 different ways, depending on where they were in a project, where they were located, the type of words that they used, and how emotional or non-emotional they were about the query. “We found that customers were asking for very similar things during the customer service experience,” Jawhar says. The solution began as a simple texting option and expanded recently to Apple Business Chat. Jawhar and his team are also building a customer-service experience around texting, which is the dominant communication platform for most Lowe’s shoppers and the ideal forum to deploy natural language processing and machine learning. The innovative experiences don’t stop there. “We utilize our stores as living labs to rapidly test our prototypes and gather real-world feedback on the new experiences we’re delivering to demystify home improvement,” says Josh Shabtai, director of Labs Productions & Operations at Lowe’s Innovation Labs. The technology won the Auggie award for Best Enterprise Solution in 2018. An example of the company’s focus on visualization in retail is its Holoroom Test Drive, a fully immersive VR experience that allows customers to test power equipment in a true-to-life virtual way. The LoweBot and many of the retailer’s other AI technologies emerged from Lowe’s Innovation Labs, which is also working on technologies like augmented/virtual reality visualization and an app-based VR store (the first of its kind), where customers can see how products or projects will look in their homes. The LoweBot was able to answer basic questions and keep track of inventory in real time.
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