Retail giant Walmart equips store employees with cutting-edge AI technology for hands-on use
Walmart Embraces AI for Efficiency and Improved Service
In the ever-evolving world of retail, Walmart is leading the charge in adopting artificial intelligence (AI) to streamline operations and improve customer service.
The retail giant, with a staggering revenue of $681 billion in FY2025 and employing approximately 2.1 million associates worldwide, has introduced a GenAI-powered assistant named Wally in March. Wally is designed to streamline a merchant's tasks by automating time-consuming tasks such as root cause identification, data entry, analysis, how-to support, and advanced calculations.
Beyond Wally, Walmart has implemented several specific AI tools for its associates. Notably, MyAssistant, a generative AI-powered internal support tool, answers questions, analyzes data, and surfaces insights about stores, teams, and performance. This tool helps leaders prepare for meetings, identify talent trends, and make data-driven decisions, significantly cutting preparation time and enabling more meaningful associate interactions.
A mobile real-time translator supporting dozens of languages fosters communication among associates and managers with different language backgrounds, improving collaboration in diverse stores. Walmart also combines RFID (Radio Frequency Identification) with Augmented Reality (AR) to help associates find and manage products faster—using handheld devices, associates can scan product codes and see exact locations digitally, speeding up product searches by up to 75%. Another tool, Sidekick, is an AI-driven digital assistant aiding store associates with product searches, task management, and customer inquiries, guiding them efficiently through their work and improving service delivery.
Walmart has also rolled out an AI "super agent" system unifying and centralizing AI capabilities for its 900,000 associates. These super agents include subagents for benefits-related questions and workforce data insights for leaders, with a platform for building "nano agents"—small AI tools that can be developed and shared quickly to meet specific needs. This AI adoption has helped reduce customer support resolution times by up to 40%, cut shift planning time from 90 to 30 minutes, and even advanced product fashion production timelines by up to 18 weeks.
The company's AI initiatives have not gone unnoticed. Walmart U.S. is ranked No. 1 on Progressive Grocer's 2025 list of the top food and consumables retailers in North America. Progressive Grocer also named Walmart among its Retailers of the Century.
Meanwhile, other retailers are following suit. H-E-B is piloting robot delivery in Texas through a partnership with Avride. Albertsons' experience team is working on blending daily rhythms and digital touchpoints to create seamless shopper journeys. Giant Food is implementing strategies to keep value-seeking shoppers coming back in an era of loyalty fatigue.
As Amazon CEO Andy Jassy stated, AI is likely to reduce the corporate workforce. However, Walmart's AI adoption seems to be focused on empowering its associates, rather than replacing them. By reducing time spent on administrative tasks and improving communication, Walmart's AI tools are enabling its associates to focus on what truly matters—providing excellent service to customers.
Approximately 270 million customers and members visit Walmart's stores and e-commerce websites in 19 countries each week. With its AI-driven initiatives, Walmart is poised to continue its dominance in the retail sector, delivering efficiency, improved service, and a better shopping experience for its customers.
Technology and artificial-intelligence are integral components of Walmart's strategy to streamline operations and enhance customer service. For instance, the adoption of AI tools like Wally, MyAssistant, a mobile real-time translator, an AI "super agent" system, and Sidekick, among others, aim to automate time-consuming tasks, foster collaboration, and empower associates to focus more on delivering excellent service to customers.
