Walmart Embraces Generative AI: Balancing Innovation with Human Involvement

Walmart is actively advancing its generative AI initiatives to enhance productivity and customer service.

At the VB Transform 2024 event, Desirée Gosby, Walmart’s VP of Emerging Technology, shared insights about the retailer's AI developments. Over the past year, Walmart has made significant strides in leveraging AI technologies, including GPT-4, to support various initiatives beyond merely transforming customer experiences.

Focusing on Key Areas

“We’ve started to hone in on specific areas of focus,” said Gosby. She explained that Walmart is dedicated to using AI not only to boost customer care but also to enhance associate productivity and operational efficiency.

Building AI Capabilities

Walmart’s foundational approach revolves around scalability, which is central to its AI strategy. “We build as platforms, establishing essential capabilities first,” Gosby noted. This platform mindset enables Walmart to quickly iterate and experiment with diverse tools. Additionally, the retailer leverages its vast workforce as an initial testing audience for new technologies.

Ensuring Accuracy and Reliability

Addressing the challenge of AI hallucinations, Gosby emphasized the importance of accuracy in customer communications. "Limiting the risks associated with misinformation is vital for customer trust and brand integrity," she stated. Walmart is implementing rigorous measures to ensure the accuracy of its AI technologies as they transition into production.

“When we go into production, we ensure thorough checks from multiple angles,” Gosby explained. “Although not everything can be caught, we have robust monitoring systems in place to address any issues that arise.”

Human Oversight in AI Systems

Even as Walmart seeks to automate processes, human oversight remains a key component. “There’s always a human in the loop, whether for monitoring or safeguarding our brand,” Gosby said. “The goal is to optimize human roles for maximum impact.”

Walmart aims to automate processes where possible while allowing humans to concentrate on higher-value tasks. “Our relentless focus on automation is crucial for scaling operations, and AI is integral to this,” she asserted. “Humans will continually be present to tackle emerging challenges.”