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Diving certificate:
- Walmart is using generative AI to improve the data quality of its product catalog and deliver CX benefits for its customers and employees, executives said at a Conference call on Q2 2025 results Thursday.
- Cleaner data can help employees find specific products by quickly accessing packaging images. Customers who use Walmart’s AI assistants will soon receive more answers to their questions to help them find the right item, said Walmart CEO Doug McMillon.
- “We are finding concrete ways to use generative AI to improve the experience of customers, members and partners,” McMillon said during the call.
Diving insight:
Walmart executives entered this year with the goal of AI ambitions from 2023 into reality. Today, better data processing capabilities improve behind-the-scenes operations and the end-user experience.
“The quality of the data in our catalog impacts nearly everything we do. We help our customers find and buy what they want, we store our inventory in the network and we deliver orders,” said John Furner, president and CEO of Walmart US, during the conference call.
Walmart used large-scale language models to create or enhance more than 850 million data elements in its product catalog. Without generative AI, the process would have required 100 times as many workers to complete in the same amount of time, executives said.
The most important improvement in the business is that employees In-store technology such as mobile tools to quickly locate inventory and get items to shelves or to waiting customers – a significant improvement over the “treasure hunt” of previous years, says Furner.
The company also strengthened its internal Generative AI launch in Januarywhen the company rolled out a proprietary generative AI tool to an additional 25,000 employees, bringing the total number of accesses to 75,000 employees.
