Walmart has been actively exploring the application of artificial intelligence, and recently they have started testing their own large language model (LLM), named Wallaby.
This model is specifically designed for the retail industry, trained on decades of Walmart data, enabling it to better understand the communication styles of employees and customers. Additionally, its response style is more natural, aiming to align with Walmart's core values of customer service.
Desirée Gosby, Vice President of Emerging Technologies at Walmart Global Tech, mentioned in an interview that Wallaby is currently in the internal testing phase, particularly undergoing in-depth testing with a large number of Walmart employees. "Wallaby has not been released externally; we are conducting extensive internal testing. In the coming year, we will start utilizing it," Gosby said, adding that the first application of Wallaby might be more consumer-oriented.
To enhance the flexibility of application development, Walmart has decided to adopt a multi-model combination approach. They will not only use the internal Wallaby model but also select existing models from the market or previously developed algorithms as needed. Gosby mentioned that Walmart manages these models through a platform called Element, allowing them to flexibly choose different models based on specific application needs.
Walmart is not the only retailer investing in artificial intelligence; Amazon has also launched a chatbot named Rufus, specifically designed to answer product-related questions. Meanwhile, Walmart has already begun using AI tools at its headquarters, including a chatbot for employees to query Walmart policies and employee manuals. They also use AI to optimize supply chain management and store operations, including assisting employees with inventory management and checkout processes.
In terms of digital platforms, Walmart has recently upgraded the functions of its customer support assistant, enabling the chatbot to better identify customer needs. For example, if a customer mentions accidentally purchasing a toy, the assistant will focus on the word "toy" and quickly provide relevant order information, even proactively asking if the customer needs a return. These enhancements are aimed at providing a more personalized and seamless customer experience.
In the coming year, Walmart will continue to explore how to use AI to improve the experiences of both customers and employees, with the application of Wallaby playing a significant role in this endeavor.
Key Points:
✨ Walmart introduces the Wallaby large language model, focusing on retail industry data, aiming to enhance customer service experiences.
🤖 Walmart adopts a multi-model combination approach, flexibly addressing different application needs.
🛍️ The upgraded customer support assistant can more accurately understand customer intentions, providing personalized service.