Customer ServiceReplaces Human LaborVerified
Reviewed and published by trentmaziarz, March 22, 2026. Discovered and drafted by our automated research pipeline.
Walmart uses a generative AI-powered assistant to handle customer support interactions over chat and phone. The assistant can identify who the customer is, understand what they need, and take actions — like finding an order, processing a return, or issuing a refund — without involving a human agent. It is available in the U.S., Canada, Mexico, Chile, and India.
Details
Walmart first deployed AI-based chat support in 2020 using natural language understanding (NLU) technology, which reduced millions of customer contacts that would have previously required a human agent. In October 2024, this was upgraded with generative AI and Walmart's proprietary Wallaby large language models. The upgraded system combines intent detection, real-time sentiment analysis, and automated action-taking. It handles both text chat and phone-based interactive voice response (IVR). An in-house platform called "Converse" powers the underlying natural language understanding models. Enhanced versions are also being developed for Sam's Club.
Products affected
walmart.com Help Center (chat)Walmart phone support (IVR)Walmart mobile appSam's ClubWalmart International
Sources & Evidence
Company Disclosure
Cite this record
Trace Foundation. (2026). Walmart: Walmart uses a generative AI-powered assistant to handle customer support interactions over chat and phone. The assistant can identify who the customer is, understand what they need, and take actions — like finding an order, processing a return, or issuing a refund — without involving a human agent. It is available in the U.S., Canada, Mexico, Chile, and India (data as of 2026-03-22) [Data set record]. AI Trace. https://www.aitrace.org/r/practice/60434619-479f-4348-bd06-f70efeb8725e. Accessed October 14, 2026.
- Stable link
- https://www.aitrace.org/r/practice/60434619-479f-4348-bd06-f70efeb8725e
- Data as of
- March 22, 2026
- Last verified
- June 6, 2026
Other practices by Walmart
OtherWalmart is piloting an AI tool that simulates a job interview for candidates applying to work at the company. It walks applicants through up to 10 practice questions, scores each response on a scale of 1 to 10, and gives instant feedback on how clearly and confidently the person answered. The pilot began in June 2025 with current Walmart employees and was planned to expand to all applicants.OtherWalmart delivers orders using drones and self-driving trucks that operate without a human driver. Drone delivery is available near 270-plus Walmart stores and is on track to reach 40 million Americans. In 2021, Walmart and an autonomous trucking company called Gatik completed the world's first fully driverless commercial delivery route, with no safety driver in the cab.OtherWalmart uses AI software to plan the most efficient routes for its delivery trucks, figure out how to pack trailers to minimize wasted space, and cut unnecessary miles from its logistics network. Walmart says this eliminated 30 million unnecessary miles and avoided 94 million pounds of CO₂ emissions. The company now sells this same routing technology to other businesses as a commercial software product.
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