Sam's Club Successfully Deploys AI-Powered Exit Technology at 120+ Locations, Leading the Retail Industry with Customer Experience Innovation
30 April 2024 - 3:05PM
Business Wire
-- Since announced at CES, Sam’s Club’s
first-of-its-kind application of AI and video technology reaches
20% of its clubs in just four months --
Sam’s Club®, one of the world’s leading retailers and digital
innovation pioneer, today announced significant progress in its
rollout of technology that resolves a key member concern -- waiting
in line for receipt verification to exit the club. The retailer’s
first-of-its-kind application of artificial intelligence and
computer vision technology has been successfully deployed in more
than 120 clubs since first unveiling it at the Consumer Electronics
Show (CES) in January.
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the full release here:
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Sam's Club's AI-powered exit technology
(Photo: Business Wire)
Sam’s Club’s rapid deployment of its exit technology represents
the largest-scale implementation of member-facing AI-powered
technology in the retail industry. The retailer’s announcement of
reaching the milestone of deploying at 20 percent of its clubs in
the first quarter comes as other retailers have struggled to deploy
similar technology at scale, with some abandoning efforts, just
starting initial pilots, or have not shared plans to enhance
customer experiences through checkout and store exit
technologies.
This new technology has improved the experience for Sam’s Club
members almost immediately upon deployment. In clubs where the
technology has been deployed, more than half of members are getting
the friction-free exit experience. This translates to all members
leaving the club 23 percent faster. Sam’s Club is uniquely
positioned as the first retailer to not only extensively deploy
this technology at scale, but also to successfully build, design
and roll it out in-house, addressing member pain points in the
purchase-to-exit process. Sam’s Club plans to deploy the exit
technology to all of its clubs by the end of 2024.
The move to use technology innovation to drive a better member
experience builds on Sam’s Club’s existing innovative digital
solutions, such as Scan & Go™️ which the company believes is
the most used mobile application in a retailer and/or restaurant in
the United States, to provide members with a more convenient
shopping experience and differentiate itself as the retail
industry’s innovation leader.
"I’m incredibly proud of the innovation and dedication of our
team to deploy this member experience technology at scale," said
Todd Garner, Chief Product Officer at Sam’s Club. "Both exit
technology and Scan & Go are driving new levels of convenience
and raising member satisfaction among members. What distinguishes
Sam’s Club from our competitors is our ability to seamlessly deploy
this technology at scale across our nearly 600 clubs nationwide.
Whether it's a single item or a cartful, we're revolutionizing the
checkout experience."
Deploying Exit Technology at Scale
Sam’s Club’s exit technology is used to seamlessly confirm
members have paid for all items in their shopping carts – without
requiring an associate to check members’ purchases before leaving
the club. Before this technology, members were slowed by queuing at
the club’s exit area to have member specialists review receipts and
examine items in a member’s cart. Members said they want a faster
and more convenient shopping experience and consistently rated the
potentially lengthy wait times at exit - especially during busy
periods - as a primary pain point in their shopping experience.
Now after a member completes payment at a register or via Scan
& Go, a combination of computer vision and digital technology
deployed in the exit area of the club captures images of carts and
verifies payment for all items within a member’s basket. With AI
working in the background to continually speed the process, this
digital innovation not only streamlines the member’s exit, but also
allows member specialists to refocus their time and expertise to
assisting members and ensuring they have an enjoyable shopping
experience. With AI constantly learning and improving across
thousands of exit transactions at multiple locations, Sam’s Club
said it will continue iterating and enhancing the technology as the
deployment rollout continues.
Sam’s Club’s technology at exit is a natural extension of its
use of digital techniques to enhance the shopping experience
through Scan & Go, which allows members to use their mobile
Sam’s Club app to capture purchases on-the-go and bypass the
traditional checkout line in the club – and also use that same
mobile technology at the fuel station and Café.
About Sam’s Club
Sam’s Club®, a division of Walmart Inc. (NYSE: WMT), one of the
world’s leading retailers, is a membership retail club offering
superior products, savings and services to millions of members in
nearly 600 clubs in the U.S. and Puerto Rico. Now in its 41st year,
Sam’s Club continues to redefine club membership shopping with its
highly curated assortment of high-quality fresh food and Member’s
Mark® items, in addition to market leading technologies and
services like Scan & Go™️, Curbside Pickup and home delivery
service in select markets. To learn more about Sam's Club, visit
the Sam's Club Newsroom, shop at SamsClub.com and interact with
Sam's Club on LinkedIn, X (formerly Twitter), Facebook, Instagram,
TikTok and Pinterest.
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version on businesswire.com: https://www.businesswire.com/news/home/20240430118089/en/
Media Relations Contact Ali Van Matre 1-800-331-0085
https://corporate.walmart.com/news/contact-media-relations
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