Walmart will leverage proprietary AI, generative AI and retail-specific Large Language Models (LLMs) to provide hyper-personalized customer experiences and improve customer service. Additionally, the retail giant has developed an augmented reality (AR) platform that uses AI to create tens of thousands of 3D assets as well as immersive commerce APIs, enabling Walmart shopping experiences that are embedded in new virtual social environments.
“A standard search bar is no longer the fastest path to purchase, rather we must use technology to adapt to customers’ individual preferences and needs,” said Suresh Kumar, Global CTO and Chief Development Officer at Walmartin a statement. “At the heart of our platform strategy is developing common global core capabilities that are built once and deployed across Walmart U.S., Sam’s Club and Walmart International. As a global company with multiple business segments, this enables us to move with speed as we bring consistent experiences to all our customers and members.”
Leveraging Gen AI to Improve Customer Support
To better support customer care, Walmart has developed a system of proprietary gen AI platforms. The latest is “Wallaby,” a retail-specific LLM trained with decades of Walmart data that the retailer can combine with other LLMs to create highly contextual responses tailored to the Walmart environment. The responses are trained to respond in natural language, in a tone aligning with Walmart’s core values.
Additionally, Walmart has leveraged gen AI platforms to create a more personalized version of its Customer Support Assistant. It now recognizes who the customer is from the start and goes beyond simply understanding intent to taking actions, such as finding orders or managing returns. In testing, customers reported an overall smoother experience with the enhanced assistant, and Walmart is building dozens of additional gen AI tools for customers, members, associates and partners that leverage these gen AI platforms, including enhanced care assistants for Sam’s Club and Walmart International.
Advertisement
Unique Homepages for Each Shopper
Walmart’s technology investments also include a content decision platform that serves as a foundational tool for creating shopping experiences tailored to individual customers. The platform leverages AI-based technology to better understand the customer, as well as a gen AI-powered tool that can predict the content they’d like to see on the site.
The tech, already being used within select areas of the Walmart.com site, creates a unique homepage for each shopper. Walmart plans to launch the U.S. version of this customization by the end of 2025 and to use the underlying technology in Walmart International’s Canada and Mexico markets for personalized item recommendations.
Maximizing Metaverse Commerce
To better operate in metaverse environments, Walmart has developed an AR platform called “Retina” that leverages AI and automation to create tens of thousands of 3D assets as well as immersive commerce APIs. The retailer will follow up its introduction of Walmart Realm on Roblox and use these APIs to start alpha testing with 3D development platform Unity, as well as launching a new experience with Zepeto later this year. Within these social platforms, customers can buy items from the Walmart No Boundaries brand for their virtual avatars and matching real-world items for themselves.
Retina also already powers 10 AR experience across Walmart U.S. and Sam’s Club that have generated improved conversion rates and lower return rates. Walmart plans to bring the View in Your Home experience to Canada, Mexico and Chile via Retina, and to create additional interactive experiences such as “hotspots” — an extension that enables customers to easily access product information while they are viewing an item in 3D. Walmart also is working on headset-based experiences that will allow customers to visualize furniture in an inspirational setting.
“Being people-led means we start with the human need, and often, a combination of technology like AI, generative AI, AR and immersive commerce, is key to the solution,” said Kumar. “Our customers guide us, and with these platforms we’re ready for whatever they need.”
