US retailer Walmart's tech-powered experiments aim for easier shopping

10 Oct '23

3 min read

Pic: Walmart

Insights

American retailer Walmart is using generative AI (GenAI) to enhance the shopping experience, allowing customers to search more contextually and get relevant results, especially for complex purchases.
It is also testing a voice experience for hands-free shopping and exploring GenAI-powered tools to aid decision-making and provide design assistance.

At Walmart, everything starts and ends with the customer, including technology. The US-headquartered retailer is offering a glimpse into a few of the latest emerging tech-powered experiences that it has recently launched, or are testing, all designed to make shopping easier and more convenient.

American families spend an eye-popping six hours per week on household planning and shopping, and although families routinely shop online for household items, the planning and shopping process continues to be tedious, time-consuming and full of last-minute surprises.

The company believes that generative AI (GenAI), a type of artificial intelligence that can generate text, images or other media from the data it’s trained on, can help Walmart customers spend more time doing the things they enjoy and less time scrolling, tapping and searching. That’s why Walmart is experimenting with a variety of GenAI-powered experiences that have the potential to elevate the relationship with customers from a shopping destination to a partner in accomplishing broader missions.

“To start, we’re leveraging GenAI to enhance our search experience so that it better understands context and allows customers to search by specific use cases, generating more relevant results that allows them to save time. For example, customers can search ‘unicorn-themed toddler birthday party’ instead of conducting multiple separate searches for plates, streamers, party favours and more. We’re also enabling GenAI to assist customers with complex purchases, such as selecting an age-appropriate cell phone that’s compatible with their current wireless provider,” Walmart said on its website.

Walmart is exploring how GenAI can aid in decision-making by creating tools that highlight priority product features and condense reviews into concise summaries. This will enable customers to make informed and confident buying decisions while saving them even more time.

Building on the success of Text to Shop, which launched last year, Walmart is testing a voice experience in the Walmart mobile app that allows customers to shop hands-free on Walmart.com. Some potential feature capabilities that they are testing include enabling customers to shop using voice commands, engaging in back-and-forth conversations with the assistant, booking pickup and delivery time slots and more.

“Our investment in AR tools for apparel and home are making for happier purchases: We’re seeing customers who use the tools buy more and more satisfied with their purchase. Now, we’re taking these experiences a step further, experimenting with a new tool that combines the power of GenAI and AR to provide even more design help. With this tool, which is in early-stage development, customers can simply share their budget, theme and any other preferences to receive personalised assistance, powered by GenAI, in designing a room,” the website added.

Fibre2Fashion News Desk (RR)

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