As the world’s largest chain retailer, Walmart operates a vast business network, a complex supply chain, and handles enormous volumes of customer interactions every day. With the rapid advancement of digital transformation, Walmart’s operations in also face increasing challenges: rising customer inquiries, more complex service scenarios, and growing pressure on traditional customer service systems. To streamline operations and enhance the customer experience, Walmart partnered with Cloopen to introduce an intelligent service platform that comprehensively upgrades its customer service capabilities.

1. Company Background and Operational Challenges

Founded in 1962, Walmart now operates more than 10,000 stores globally. it manages various business formats, including supermarkets, membership stores, and e-commerce. As online and mobile-driven business expands, large volumes of customer inquiries, product questions, and post-sales needs flood in—revealing limitations in the traditional service model:

• Systems lacked coordination, leading to slower response times
• Multiple business lines required a unified and stable service platform
• Heavy manual workloads reduced service efficiency
• Insufficient analytics capabilities made it difficult to support decision-making

Given these pain points, Walmart needed a solution that could unify multiple channels, intelligently process service requests, and significantly improve operational efficiency.

2. Cloopen’s Intelligent Service Solutions

Cloopen provided Walmart with an omnichannel, end-to-end, scalable intelligent service solution, tailored to its retail operations and customer service needs:

1. Unified Multi-Channel Customer Service

Supports customer inquiries from the App, WeChat, web portals, and other channels—centralizing all interactions into a single management platform.

2. Collaboration Between Intelligent Bots and Human Agents

AI-powered semantic understanding and a smart knowledge base allow automated handling of high-frequency questions, freeing human agents to focus on more complex cases.

3. Deep Integration Across Business Systems

Customer service operations are tightly integrated with membership, logistics, order management, and other systems—enabling seamless end-to-end service.

4. Data-Driven Operational Insights

Visual dashboards provide multi-dimensional insights into customer interactions, service performance, and user behavior—empowering Walmart to make data-backed business decisions.

3. Tangible Business Value for Walmart

Through Cloopen’s intelligent service solutions, Walmart achieved significant improvements in customer experience and operational efficiency:

1. Service efficiency increased by more than 40%

Intelligent bots handle a large portion of repetitive inquiries, dramatically reducing manual workloads and accelerating response times.

2. Consistent customer experience across all channels

Customers receive unified, fast, and accurate service—no matter which entry point they use—resulting in improved satisfaction.

3. Full transparency across service workflows

Real-time monitoring and analytics help managers stay on top of operational status and identify issues quickly.

4. Improved cross-department collaboration

Integration of customer service with logistics, product, order, and membership systems ensures real-time data synchronization and fewer manual errors.

5. More accurate customer insights

Through data accumulation and user profiling, Walmart gains a deeper understanding of customer behavior, supporting targeted marketing and refined operations.

4. Conclusion: A Strategic Step Toward Smart Retail

By adopting Cloopen’s intelligent customer service platform, Walmart has made a vital strategic move toward retail service modernization. Leveraging advanced technology, Walmart not only reduced operational costs but also significantly enhanced customer service efficiency and user experience—strengthening its leadership in the global retail industry.

As intelligent technology continues to evolve, Walmart and Cloopen will deepen their collaboration and jointly promote a more efficient, intelligent future for the retail sector.