Walmart workers’ new job: Fixing the AI’s mistakes

Walmart is pushing artificial intelligence tools into its stores at a rapid pace, but the technology often needs human help to get things right. The retail giant is giving thousands of frontline employees new AI-powered apps and training as part of a push to grow the business. Yet workers say the software frequently makes errors that they must correct, manage, or simply ignore. In some stores, AI agents now assign daily tasks and set performance targets through Walmart’s MyWalmart app. For many employees, that means a digital assistant now tells them what to do instead of a manager. Some workers say the system helps. Elizabeth Nigh, an asset protection manager in Wisconsin, said AI can learn which aisles employees handle best and create a clear plan for the day. That saves time waiting for instructions. But others report problems. One HR manager who handles scheduling said the AI assigns tasks with unrealistic expectations. “It just assumes that they’re going to be perfect every single time,” she told Business Insider. Restocking shelves, for example, involves more than placing new products. Workers must check expiration dates, remove damaged items, and clean up spills. Those extra steps take time the AI does not account for. An online fulfillment worker said the AI’s suggested routes through the store often make her slower, not faster. “There’s no way to win on those,” she said. Drivers for Walmart’s Spark delivery service also said a new “smart path” feature sometimes tells them to pick up frozen items like ice and TV dinners first, giving them time to thaw before delivery. One driver called it a waste of “extra time and energy.” A separate AI tool that monitors store safety has confused some workers. It sends alerts about spills or refrigerator temperatures, but often needs human judgment to decide if a warning is real. One worker said she simply ignores the alerts she gets on her personal phone. Walmart says employee feedback is key to improving the tools. Brooks Forrest, Walmart’s vice president for associate tools, said stores have freedom to use the software as they see fit. “We do not punish people for not following the tech guidance,” he said. Still, many workers are worried. A survey by the advocacy group United for Respect, which included more than 250 Walmart employees, found that over 85% do not trust the company to prioritize their needs when developing AI. At the same time, about 40% said AI could make their jobs easier or reduce repetitive tasks. Half of those surveyed said they fear AI will penalize them for mistakes. Two-thirds worried about less contact with managers and coworkers. Ava Williams, an overnight stocker in Spokane, Washington, said AI-assigned timelines push her team to skip important steps like sanitizing shelves or checking expired products. She presented a shareholder proposal asking Walmart to report on AI’s impact on its workforce, but the measure was not approved. Walmart’s board opposed the proposal, saying technology should “elevate human capability” and make work more meaningful. The company says it remains committed to training and career development as AI becomes more common in its stores.