Will Walmart's AI Agents Revolutionise Retail?

Four new AI agents are transforming how Walmart manages shopping, staffing, supply, and support — streamlining operations one smart interaction at a time. Walmart is rolling out a new layer of intelligence across its business by introducing four AI ‘super agents’ designed to enhance the shopping experience for customers, assist employees, support suppliers, and aid developers. These AI systems will become the primary interface for interacting with Walmart’s digital and operational tools, replacing older, fragmented systems. Built on agentic AI—systems capable of making decisions, planning actions, and completing multi-step tasks autonomously—these agents promise to reshape retail operations. While Walmart has not confirmed the exact impact on jobs, executives suggest AI could also create new roles within the company.

From Distribution to Delivery

By 5:00 AM in Palestine, Texas, Walmart’s high-tech distribution center is already operational. Advanced AI systems detect issues before humans can, with Automated Defect Detection Systems scanning millions of packages for damage or incorrect barcodes and flagging problems instantly. Once cleared, AI-controlled robots optimize how shipments are stacked and loaded for maximum space and time efficiency. Chance, an automation equipment operator, remarks on the shift in his role: “It used to be 85% physical. Now it’s 85% mental.” By 7:30 AM in Hopkinsville, Kentucky, AI maps delivery routes for Walmart’s extensive private truck fleet. These smart dispatch systems consider driver schedules, cold storage needs, weather, and real-time traffic. Janis, a Private Fleet driver, appreciates the optimization: “The truck’s loaded right. The route’s smart. And I’m getting where I need to go safely on time, every time.” On return trips, AI arranges smart pickups nearby to avoid empty journeys.

Smarter Shops

At 10:00 AM in Somerset, Kentucky, Walmart’s in-store AI, known as the “Store Twin,” enhances routine maintenance. Instead of waiting for equipment failures, machine learning models predict which fridges or freezers are likely to break, allowing technicians like Troy to intervene days early and prevent issues. In Cypress, Texas, staff use RFID and augmented reality tools to track stock down to the shelf. Store Lead Juan can locate products in seconds, even if stored away. “It’s like X-ray vision,” he says. People Lead Natalie manages a multilingual team of over 300 associates. Walmart’s Real-Time Translator helps her overcome language barriers instantly, enabling her to explain tasks, solve problems, and make every associate feel supported: “With the translator, I can answer questions, explain tasks, solve problems and help associates feel truly seen and supported.”

Checkout Without the Wait

By 4:30 PM in Bentonville, Arkansas, customer service has evolved beyond long hold times. When customers receive wrong items or need help without app access, Walmart’s GenAI Customer Support Assistant intervenes first. It pulls up account details, recent orders, and identifies likely issues before a human agent answers. CES Customer Flow then initiates workflows to resolve problems, freeing support staff like Kalin to focus on helping customers rather than navigating systems. Kalin says, “It’s not just faster. It’s kinder. The system handles the background stuff, so I can be fully present for the person on the line.” By 8:00 PM in Salt Lake City, the customer journey completes as a shopper adds items to their basket. Behind the scenes, Walmart’s Dynamic Delivery algorithm calculates traffic, item location, and order complexity to determine the fastest delivery route. The shopper selects “Express Delivery,” and before the app closes, a driver is already en route. Seventeen minutes later, the order arrives at their doorstep. Whether optimizing logistics, preventing equipment failures, bridging language gaps, or delivering groceries in under 20 minutes, Walmart’s AI agents are no longer a futuristic concept—they are actively reshaping retail today. Originally published at Supply Chain Digital on July 25, 2025.

FAQ

How are Walmart's AI agents enhancing the customer experience?

Walmart's AI agents facilitate faster, more personalized service through automation and smart task management which enhances the shopping experience.

What are the specific AI tools that Walmart uses in-store?

Walmart uses tools like the Store Twin for maintenance predictions and RFID with augmented reality for precise stock tracking.

How does AI impact employees’ roles at Walmart?

AI is transforming roles from being physically demanding to more mentally focused tasks, freeing employees to handle more complex decision-making processes.

How does the GenAI Customer Support Assistant improve customer service?

It streamlines workflows by preemptively identifying issues and handling simple tasks, allowing human agents to concentrate more on customer relationships.

What technologies enable Walmart to manage delivery routes efficiently?

Advanced AI tools map delivery routes considering multiple variables like traffic, weather, and logistics for efficient routing.

Crypto Market's Take

The deployment of advanced AI systems like those at Walmart aligns with the innovations discussed in our AI Agents section, where we explore how AI can revolutionize both retail and financial sectors. This intertwines with our mission to leverage AI for market intelligence and automated trading tools, as further detailed in our News Hub.

More to Read:

• Walmart bets on AI super agents to boost e-commerce growth
• Agentic AI Turns Enterprise Cybersecurity Into Machine vs Machine Battle
• Walmart Consolidates AI Into Four Super Agents For Efficiency Boost