What: At a NRF conference, Walmart reviewed how they explore new use cases for the application of AI in their processes

Why it is important: it is less about “where is my order” and more about “help me to find a gift for my 10 years old nephew whose birthday is next week”.

Desi Gosby, Vice President of Emerging Technology at Walmart Global Tech, leads a team focused on conversational AI, generative AI, and extended reality to enhance customer and associate experiences. Gosby's team, already adept in conversational AI prior to her joining, has expanded its applications to include about 30 conversational experiences for associates and a beta version of a shopping assistant for customers. This new assistant aims to help users with more nuanced requests, such as finding specific gifts, rather than just tracking orders.

Gosby emphasizes a problem-solving approach to technology, involving iterative development and close collaboration with business units to understand and address specific needs. The use of AI has been pivotal in increasing the efficiency and productivity of customer care agents and in improving website content. Her approach involves direct engagement with associates to incorporate their feedback into technology solutions, enhancing their work rather than imposing new tools without their input.

How Walmart explores new chat use cases through AI