Walmart is equipping 1.5 million store associates with new artificial intelligence (AI) powered tools designed to elevate their roles and experience. The move is part of Walmart’s ongoing commitment to providing its workforce with advanced technology along with expanded upskilling programs and clearer career pathways.
Walmart is deploying AI-powered tools across its US associate base, including real-time translation and task management to streamline tasks and improve service.
Each week, approximately 270 million customers and members visit more 10,750 Walmart stores and numerous eCommerce websites across 19 countries.
AI is a key enabler for Walmart
Walmart’s AI strategy is renowned for balancing innovation, operational excellence (OPEX) and the build versus buy debate. It champions a bottom-up approach to innovation, empowering teams to develop solutions organically. Beyond technology, talent remains central to Walmart’s AI adoption – hiring the right people and placing them in optimal roles.
“AI is a key enabler in improving how we work, and we believe its full potential is unlocked only when paired with the strengths of our people,” said Greg Cathey, SVP, transformation and innovation. “When you put intuitive, accessible technology into the hands of millions of associates, the impact isn’t incremental – it’s transformational.”
Watch Walmart’s David Glick discuss rethinking OPEX in the age of AI
AI-powered workflow tool transforms productivity
Store associates are now benefiting from streamlined, intuitive workflows, replacing the previously complex, tool-heavy systems. This transformation is driven by an advanced AI workflow tool that intelligently understands, prioritizes and recommends tasks in real time, according to Walmart. Initially launched for overnight stocking, the AI solution provides clear task guidance, helping associates focus on high-impact activities.
Early results show significant time savings: team leads and store managers report a reduction in shift planning time from 90 minutes to just 30 minutes. Due to its success, the AI-directed workflow tool is now being piloted across additional shifts in select retail locations.
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AI-powered translation tool breaks down language barriers
Walmart has developed a real-time, AI-powered translation tool designed to improve communication between associates and customers across 44 languages. Supporting both text-to-text and speech-to-speech interactions, the tool enables seamless multilingual conversations on the sales floor.
What sets it apart is its integration of Walmart-specific knowledge. For instance, if a customer asks, “where’s Great Value Orange Juice?” the tool recognizes “Great Value” as a Walmart private label and ensures it is accurately translated and referenced.
The system improves continuously through iterative feedback loops, enhancing accuracy and contextual understanding over time. Walmart plans to expand the tool with additional languages and roll it out internationally in future phases.
Enhancing conversational AI with generative AI
Walmart is upgrading its conversational AI tool with generative AI technology to deliver faster, smarter support for store associates. For the past five years, associates have relied on the tool to answer common questions like, “what aisle is hand soap in?” or “what’s my schedule tomorrow?”
The upcoming generative AI-powered upgrade will take functionality to the next level by transforming complex process documents into easy-to-follow, step-by-step instructions. Associates will soon be able to ask more advanced questions like, “how can I process a return without a receipt?” and receive clear, actionable guidance in seconds.
Currently supporting over 900,000 weekly users and handling more than 3 million queries per day, Walmart’s conversational AI is already a vital tool in daily store operations. With the integration of generative AI, it’s set to become an even more powerful assistant for frontline teams.
Image credit: Walmart.
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