Walmart’s Revolutionary Use of Generative AI

Walmart, the world’s largest retailer, is setting a remarkable example of embracing cutting-edge technologies to enhance its operations and customer experience. The retail giant’s innovative use of generative AI is a prime example of its commitment to staying at the forefront of digital transformation. Here’s how Walmart is leveraging generative AI across its business:

Voice Shopping : Walmart has introduced voice shopping to simplify the process of reordering common items. Customers can use the Walmart Voice Order service to connect their mobile devices or home smart speakers to their Walmart account. By simply speaking commands like “Hey Google, please add a dozen eggs to my cart,” customers can quickly add items to their shopping lists. The system even recognizes preferred brands based on previous purchases, making shopping more convenient.

Text-to-Shop Feature : In addition to voice shopping, Walmart offers a Text-to-Shop feature that allows customers to interact with Walmart through text messages. This feature, powered by conversational AI, enables customers to search for items, add or remove products from their cart, reorder products, and schedule deliveries or pickups, all through a simple text chat.

Online AI Shopping Assistant : Walmart is introducing a new online AI shopping assistant designed to help customers find the best products for their needs or plan events. Whether customers are looking for party supplies or Halloween costumes, the AI assistant recommends relevant products, eliminating the need for multiple searches.

Ask Sam for In-Store Associates : Walmart has introduced a conversational AI called Ask Sam for in-store associates. This AI assistant helps employees with various queries, such as finding products in the store, looking up prices, or checking work schedules. Associates can easily ask questions like “What aisle is cinnamon located in?” and receive quick, accurate responses.

Enhanced Customer Service : Walmart is using generative AI to improve its customer service. By automating certain customer support requests, Walmart has reduced millions of customer contacts since 2020. This real-time conversational functionality is available in multiple countries, including the US, Canada, Mexico, Chile, and India, providing customers with efficient and effective support.

Automated Supplier Negotiations : Walmart has successfully trialed using a generative AI chatbot to negotiate with suppliers. The chatbot closed deals with 64% of the 89 suppliers, resulting in an average of 1.5% cost savings and an extra 35 days in extended payment terms. Suppliers appreciated the automated negotiation process, highlighting the benefits of using AI in business interactions.

My Assistant for Employees: Walmart has opened up its generative AI tool, My Assistant, to employees at corporate facilities. This initiative aims to reduce the burden of repetitive tasks, allowing employees to focus more on the customer experience. By empowering employees to suggest practical uses for the tool, Walmart is fostering creativity and engagement among its workforce.

Walmart’s strategic integration of generative AI across its business demonstrates a forward-thinking approach to technology adoption. By leveraging AI to enhance the shopping experience, improve customer service, and streamline operations, Walmart is setting a high standard for other retailers and organizations to follow.