Walmart finds AI training boosts employee confidence across its workforce

Measuring the AI sentiment

Walmart recently conducted a large-scale survey to understand how its diverse workforce views the rise of artificial intelligence. The company asked its 2.1 million associates about their comfort levels and familiarity with the technology in the workplace. This data provides a rare look at how one of the world's largest private employers is navigating a major technological shift.

The results showed a significant divide in sentiment compared to the general public. While a Pew Research Center poll found that 52% of U.S. adults are more concerned than excited about AI, Walmart's internal data suggests a different trend. The company's findings indicate that workers who have direct experience and training with these tools report much higher levels of comfort.

Maren Waggoner, Walmart's Chief People Officer for Associate Experience and Digital, shared these findings at a recent summit in New York City. She noted that the company's strategy focuses on providing the necessary tools and training to ensure employees feel capable. By giving associates certificates and specific programs, the retailer aims to turn potential fear into practical proficiency.

Training and certification results

Over the past 13 months, Walmart has actively collaborated with major tech leaders like Google and OpenAI. These partnerships have allowed the retailer to offer AI certification programs to its associates at no cost. The goal is to move beyond theoretical knowledge and give workers hands-on experience with the software they will use daily.

The impact of these specific programs has been measurable for those who participate. Waggoner reported that associates who went through the OpenAI training specifically saw a 27% gain in their confidence using AI. This suggests that structured learning can directly counteract the uncertainty many workers feel about new technology entering their jobs.

For office-based employees, the outlook is particularly positive. A large majority of these associates said they are excited about how AI can improve their day-to-day work. By integrating these tools into standard workflows, the company hopes to empower employees to handle more complex tasks with greater ease and speed.

Redefining human roles

A common concern across the economy is that AI will lead to widespread job losses. Walmart is addressing this by identifying specific areas where robots and automation can handle physical friction. In fulfillment centers, for example, the company is using technology to manage repetitive physical tasks that were previously done by humans.

Rather than eliminating roles, these automated efforts are creating new types of positions. At the company's innovation lab in Dallas, Texas, the shift toward automation has resulted in more quality assurance-type roles. This means that while the physical labor is handled by machines, humans are being moved into positions that require more oversight and attention to detail.

The company's philosophy is to use technology to support human judgment rather than replace it entirely. Waggoner explained that the goal is to reduce friction in the supply chain while keeping the focus on the people. This approach aims to make the work more efficient without removing the human element from the core of the business.

Frontline and customer impact

On the store floor, the company has found that customer preferences still lean toward human interaction. Data shows that customers actually like talking to a human at the checkout counter. This observation allows Walmart to keep human associates in customer-facing roles while using AI to solve behind-the-scenes challenges.

Store managers are also finding creative ways to use these tools to drive business results. One example involves a manager in Mexico who built his own AI agent to analyze reports and boost fresh produce sales. While the manager is using a sophisticated tool to drive his business, he is still the one running the store.

This example highlights the company's broader mission of being a people-led, tech-powered retailer. By providing tools that help managers see trends more clearly, the company enables them to perform better in their existing roles. The technology acts as a multiplier for human effort, helping to drive sales while keeping the human leadership intact.