“We’re finding tangible ways to leverage generative AI to improve the customer, member and associate experience,” CEO Doug McMillon said.
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WalmartDuring a Q2 2025 earnings call Walmart’s executives shared that Walmart is utilizing generative AI to enhance the data quality of its product catalog to benefit both customer and associate experiences. Improved data accuracy allows associates to quickly locate products by accessing images of packaging. Additionally, customers using Walmart’s AI assistant will soon receive follow-up answers to help them find the right products, according to CEO Doug McMillon.
“We’re discovering practical ways to use generative AI to enhance the experiences of our customers, members, and associates,” McMillon stated during the call.
Generative AI has become central to Walmart’s efforts to enhance the customer experience, both in-store and online. Improved data processing capabilities are optimizing the operations that support these experiences.
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Image: Walmart
“The quality of data in our catalog impacts nearly everything we do, from helping customers find and purchase what they need, to how we manage inventory, to delivering orders,” McMillon stated during the call.
Walmart utilized large language models to generate or improve over 850 million pieces of data in its product catalog. Executives noted that without generative AI, completing this task would have required 100 times the manpower.
In stores, the primary improvement is that associates can now use mobile tools to quickly locate inventory and stock shelves or fulfill customer orders—an improvement over the previous “treasure hunt” approach, according to John Furner, president and CEO of Walmart U.S.
Generative AI is also enhancing the e-commerce customer experience. Walmart’s AI tools can combine customer intent data with enhanced product data to present items that match customer needs more accurately. AI also enhances product display pages, helping customers decide if a product suits their needs.
As Walmart’s online assortment grows, improved search functions will continue to streamline digital shopping experiences.
“As our assortment has expanded, our ability to present these items in high quality, using tools like generative AI and improving search, has allowed us to better understand what customers are looking for by season, session, and time of week,” Furner explained.
Walmart is concentrating on achieving “perfect orders,” which measure whether customers can find the products they want online, and whether those items are delivered on time and in good condition.
Perfect orders are crucial to reducing friction and boosting customer satisfaction, particularly for Walmart Plus members. Free delivery is a key benefit of the loyalty program, and improved order fulfillment has contributed to double-digit growth in Walmart Plus memberships this quarter.
Souce: Walmart
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