AI becomes a digital assistant for retail employees

"Is this item available in another color in the stockroom?” or “When should we reorder this product?” Questions like these are part of everyday life for retail employees, but the answers are not always easy to find right away. AI-powered assistants are now being introduced to help staff provide better service and make smarter decisions.

One key use case is AI as an in-store knowledge assistant. Employees can access product information, inventory levels, and process guidelines through voice or text queries.

Real-world examples show how this works in practice:

• Lowe’s has introduced “Mylow Companion,” an AI assistant for employees across more than 1,700 stores. The tool provides fast access to product information, how-to guides, and home improvement expertise through natural-language interactions. It helps employees advise customers and simplifies onboarding for new team members.
• Peet’s Coffee uses “BaristAI,” a voice-enabled AI assistant for employees in its stores. Through headsets or tablets, staff receive real-time answers to questions about recipes, ingredients, nutritional information, and operational procedures.

The result: Employees on the sales floor can act with greater confidence, respond more quickly to customer inquiries, and provide well-informed answers. This makes customer interactions more efficient and improves service quality. It also supports the onboarding of new employees.

AI is also becoming an important sparring partner beyond the sales floor. Store managers and support teams benefit from data-driven recommendations and automated analysis.

• Marks & Spencer is equipping 11,000 store employees and leadership teams with AI-powered assistants based on Microsoft 365 Copilot. These tools support time-consuming tasks such as analyzing sales data, preparing handovers, summarizing meeting notes, and compiling reports. They also help teams analyze data more quickly and derive concrete recommendations for action.
• Walmart uses AI-powered tools to support store associates and managers with daily work organization. The systems analyze upcoming tasks, prioritize them, and provide recommended actions. This saves time in shift planning and workforce scheduling.

The result: Administrative tasks can be handled more efficiently, giving managers and store teams more time to focus on higher-value activities. Decision-making processes are supported and accelerated, helping organizations make better decisions more quickly.

In retail, AI is increasingly evolving into a digital co-pilot for employees. Rather than replacing jobs, it enhances capabilities, reduces workloads, and improves the quality of decisions and customer service.

In an environment shaped by growing complexity, labor shortages, and rising customer expectations, this form of employee empowerment is becoming a competitive advantage. Companies that equip their teams with AI in a targeted way create not only more efficient processes but also better shopping experiences – giving them a clear point of differentiation in the market.