Prompted by Pandemic, Walmart Builds on Tech

Walmart had to “unlearn” how to serve customers, Global Chief Technology Officer and Chief Development Officer Suresh Kumar told a National Retail Federation webinar Tuesday. Data and insights “became our lifelines,” he said. He cited machine learning and AI that “helped us make smart decisions a lot faster.” With the holiday sales season ahead, Kumar said the retailer “doubled down” on omnichannel shopping processes that the COVID-19 pandemic accelerated. He cited machine learning, data, edge computing and augmented reality coming together in its app that's used by employees. Online volume scaled exponentially during the pandemic, and machine learning helped deploy stores as fulfillment hubs, said Kumar. Sam’s Club customers use computer vision to shop and check out using smartphones, without using bar codes. Voice technology will have an increasing role at Walmart, said Kumar. It's a natural extension of the user interface that’s more intuitive and efficient than typing, he said. “Voice is going to free us a lot further.”