Walmart Harnesses Generative AI to Enhance Product Catalog Data Quality for Improved Customer Experience

Revolutionizing Customer Experience with Generative AI: Walmart’s Success Story

In the fast-paced world of retail, customer experience is key to staying ahead of the competition. Walmart, one of the largest retailers in the world, is taking a bold step towards enhancing its customer experience through the use of generative AI. During a recent earnings call, Walmart executives revealed how they are leveraging AI to improve the quality of their product catalog, ultimately benefiting both customers and associates.

One of the key benefits of using generative AI at Walmart is the improvement in data quality. By using AI to clean up and enhance their product catalog, associates are able to quickly access images of packaging, making it easier to find specific products. This not only saves time for associates but also enhances the overall shopping experience for customers.

Walmart CEO Doug McMillon highlighted how generative AI is being used to provide follow-up answers to customer queries, helping them find the right items. This personalized approach to customer service is a game-changer in the retail industry, as it allows Walmart to better understand and meet the needs of its customers.

John Furner, president and CEO of Walmart U.S., emphasized the impact of generative AI on the company’s operations. By using large language models, Walmart was able to create or improve over 850 million pieces of data in their product catalog. This level of efficiency would not have been possible without AI, showcasing the power of technology in streamlining processes and improving overall performance.

In-store improvements are also evident, with associates using mobile tools powered by AI to quickly locate inventory and fulfill customer orders. This eliminates the “treasure hunt” of finding items and ensures a seamless shopping experience for customers.

On the e-commerce front, Walmart’s AI tools are combining customer intent data with improved product data to present customers with items that match their needs. This personalized approach to online shopping is enhancing the overall digital experience for customers, making it easier for them to find what they are looking for.

As Walmart continues to focus on perfect orders, which measure the ability of customers to find products online and receive them on time and in good condition, the use of generative AI is proving to be a game-changer. This focus on customer satisfaction has led to double-digit growth in Walmart Plus memberships, showcasing the success of their AI-driven approach to customer experience.

In conclusion, Walmart’s use of generative AI is revolutionizing the retail industry by enhancing the customer experience both in-store and online. By leveraging the power of AI, Walmart is setting a new standard for customer service and paving the way for a more personalized and efficient shopping experience for customers around the world.