Retail associates adapt to use AI tools

Retail associates are initially reluctant to embrace recommendations from artificial intelligence technology when performing their jobs. Most come to learn the benefits of the new tech but communication is key, according to companies such as Sam’s Club that use AI to improve in-store performance. “We work with our associates to show that the machine is what we want them to consider and use, but we don’t penalize them and we don’t discourage them saying: never override,” said Pete Rowe, vice president of merchandising & AI labs at Sam’s Club. “The point is: let’s earn the trust of our associates that the machine’s making their life easier.”

Human Retailers vs AI In Retail

It all seems to be happening overnight as AI in retail makes it presence known more and more each day.

WSJ reports that AI algorithms are being used in conjunction with robots that might eventually begins interacting with customers. “At Sam’s Club, an AI algorithm tells workers how many Key lime pies to prepare based on factors like weather and what other items might be out of stock. At Home Depot, an algorithm tells workers which items to restock first, based on demand. And Chipotle is developing an algorithm designed to predict tortilla chip demand, and is creating a robot named Chippy that could ultimately make them. ”

These AI innovations are meant to help support human employees, but they are starting to share their experiences, which make them feel like guinea pigs, as they are the ones working with, and essentially beta testing, these new AI algorithms and robots.

Generative AI is sure to become a major player across all forms of the retail industry and it remains how the workforce responds to these changes.

Not all is perfect since, “Home Depot rolled out an algorithm designed to tell store associates what order to restock items in, said Paul Antony, senior vice president of technology. But sometimes a manager would want associates to do things in a different order than the AI did, creating a dilemma for workers, he said.”

Ultimately, it will be human shoppers having to deal with human employees who can properly engage customers with emotional intelligence and respond to all factors in real-time.