Walmart’s Journey with AI: Improving Productivity and Customer Care
Walmart, the world’s largest retailer, has been making significant progress in harnessing the power of artificial intelligence (AI) to enhance its operations. In a recent discussion at the VB Transform 2024 event, Walmart’s VP of emerging technology, Desirée Gosby, shed light on the retailer’s AI initiatives.
Building AI Capabilities at Walmart
Walmart’s approach to building AI capabilities revolves around scalability. Gosby explained that the company treats AI as a platform and focuses on developing foundational elements. This approach enables Walmart to iterate and experiment with different tools and approaches rapidly. Additionally, Walmart leverages its vast employee and associate base to serve as the first audience for testing new technologies.
Ensuring Accuracy and Minimizing Hallucinations
Accuracy is a crucial concern for Walmart when it comes to AI implementation. Gosby emphasized that customers rely on accurate information, and limiting the risk of potential hallucinations is vital to protect both customers and the brand. Walmart takes multiple steps to ensure accuracy when deploying AI in production use cases. The company conducts thorough evaluations of the technology from various perspectives and implements robust monitoring systems to catch and address any inaccuracies that may arise.
Humans in the Loop: Striking the Right Balance
While Walmart is committed to automating processes through AI, the company recognizes the value of human involvement. Gosby stressed that there will always be a human presence in the loop, whether it’s for monitoring purposes or safeguarding the brand. The goal is to shift the role of humans towards higher-value tasks, allowing automation to handle routine processes. By maintaining a maniacal focus on automation, Walmart aims to scale its operations effectively with AI while freeing up human resources for more impactful work.
Conclusion
Walmart’s journey with AI continues to progress as it expands its capabilities to enhance both customer care and associate productivity. The retailer’s platform approach enables agile experimentation and iteration, while its commitment to accuracy ensures customer satisfaction and brand protection. By striking the right balance between automation and human involvement, Walmart aims to maximize productivity and drive innovation in its operations. As Walmart continues to refine and expand its AI initiatives, it remains at the forefront of leveraging cutting-edge technology to create a better retail experience for its customers.