How Walmart Uses ChatGPT to Sell More

In recent years, physical retail has faced major shifts in consumer behavior, increasing pressure for operational efficiency, and rapid digitalization—making innovation a necessity. It's in this context that the partnership between Walmart and OpenAI stands out: more than just a technological advance, it reveals a new logic for the shopping journey.

Instead of treating artificial intelligence as just a support tool, Walmart is repositioning AI as the main driver of the consumer experience. The impact of this move goes beyond e-commerce and raises a crucial question for brick-and-mortar retail: are we ready for this new point of contact with the customer?

Instant Checkout: The Chatbot as a New Sales Channel

The main highlight of the partnership is the Instant Checkout feature, integrated into ChatGPT. With it, consumers can chat with the AI, describe their needs, receive personalized suggestions, and complete their purchase—all within the chatbot environment, with no redirections or extra steps. This smooth, streamlined shopping experience requires, behind the scenes, a highly connected operation. It demands:

• Real-time inventory management;

• Integration with ERP systems and payment platforms;

• Personalization based on behavioral data and customer preferences.

What was once a digital assistant is now becoming a direct sales channel. This paradigm shift represents a major opportunity—but also a wake-up call for physical retail: how can this kind of frictionless experience be replicated in-store?

The Hybrid Journey Requires True Channel Integration

Imagine a customer interacting with the brand’s chatbot before even leaving home. By the time they arrive at the store, they already know what they want, have a partially filled cart, and expect the same level of personalization they experienced online. This is the new omnichannel customer profile: informed, decisive, and intolerant of friction. To support this hybrid journey, retailers need to invest in:

• Unified data across online and physical channels;

• Intelligent mapping of the customer journey;

• Virtual assistants integrated with in-store systems—able to suggest products, check stock, and even guide the customer through the store.

According to the Retail AI Readiness Index 2024, over 60% of major global retail chains are already testing generative AI for applications such as customer service, dynamic pricing, and assortment management. Adoption is no longer a forecast—it’s an operational reality.

AI as a Strategic Asset at the Point of Sale

The partnership between Walmart and OpenAI is more than a case of innovation. It signals a strategic turning point in global retail: AI as a sales channel—not just automation. For physical retail, the message is clear: whoever masters the hybrid customer journey will lead the market. This demands integration, operational intelligence, and tools capable of turning data into real-time decisions.

If you're looking for practical ways to make your operation smarter, AlterVision’s footfall counter can help. Our solutions integrate AI, security cameras, and management systems to transform the point of sale into a business intelligence hub.

Shall we talk about the future of your store?