Lowe's deployed an AI companion across its stores and expected new hires to adopt it first. Tenured associates who spent years in a single department became the fastest adopters instead, using the tool to confidently serve customers across all categories in a 100,000 square foot store.
Chandhu Nair, SVP of Stores, Data, AI and Innovation at Lowe's, walks Prat through the rollout of Milo Companion, the 60% accuracy starting point, the voice pivot that came from real floor feedback, and his new book's thesis that AI represents the third great enterprise decoupling.
Topics discussed:
The Enterprise Brain thesis on AI as the third decoupling
Deploying Milo Companion as an in-store AI agent
Pivoting to voice after associates preferred speaking over typing
Why tenured employees adopted the AI tool fastest
Setting expectations at 60% accuracy from day one
Tracking 200 basis point improvement in likelihood to recommend
Running leadership in the age of AI executive programs
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