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.

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.