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Walmart is making strides in its journey with generative AI, developing more capabilities to enhance both productivity and customer service.
At the VB Transform 2024 event, Desirée Gosby, VP of Emerging Technology at Walmart, talked about their advancements in AI. Over the past year, Walmart has significantly expanded its use of AI beyond just transforming the customer experience. They’ve zeroed in on specific areas to focus on, including improving customer care, associate productivity, operations content, and developer productivity.
Walmart’s approach to building AI capabilities is rooted in scalability. Gosby mentioned that they build platforms and foundational tools that allow for quick iteration and experimentation, leveraging their large team of employees to test new technologies.
Accuracy is crucial for Walmart, especially in limiting potential AI hallucinations to protect both customers and the brand. They have implemented multiple steps to ensure accuracy as AI moves into production. Gosby explained that they put a lot of effort into monitoring and addressing any issues that arise.
Despite the push for automation, Walmart maintains a human presence in monitoring AI systems to protect the brand and ensure accuracy. Their goal is to automate processes where possible, allowing humans to focus on higher-value tasks. They are committed to scaling through a strong emphasis on automation, with humans continually addressing new challenges.