Working with the Customer Interests in Mind: Satyakam Sahoo on How AI is Changing the World of Retail

The impact of emerging AI technology is mostly discussed regarding the highly digitalized fields, such as software development or digital marketing. However, other aspects of the economy will not escape the influence of AI, and retail is no exception. The industry, which constitutes an essential part of daily life for US citizens, is undergoing a massive change, as defined by the growing adoption of AI and machine learning.

Strategic professional Satyakam Sahoo, currently a Senior Product Manager at Walmart, works on the leading edge of these new developments. He anticipates them as the changes that will benefit businesses and customers and aims to implement this approach in practice. His career path provides a vivid example of the developments of the industry. With his experience of more than 15 years of continuous professional improvement, he shares his insight regarding the current state of the industry and its future.

In the course of his career, Satyakam Sahoo performed the roles of Strategic Consultant, Analyst, and Product Manager at companies operating in various fields, from retail (Walmart, Tesco) to charity organizations (JDRF International, ALSAC). It is a true illustration of the universal skills and expertise he possesses, which allow him to achieve success in adapting to the specifics of a particular field. However, whether it is the case of creating a commercial product or establishing connections for a fundraising campaign, Satyakam Sahoo focuses on crafting a solution that is beneficial for both parties.

“While the end goals of the consumer and the business may seem contradictory to each other, in reality, it is possible a win-win solution,” points out Satyakam Sahoo. “And it is not only desirable but necessary for businesses that strive for long-term, sustainable success.”

He explains that one of the most obvious, low-hanging fruits of the AI applications in retail serves exactly this purpose. Machine learning and generative AI allow businesses to create content that is adapted to the needs of particular users, providing them with the information or offers they will be more likely interested in.

However, the applications of AI-powered tools are not limited to personalized content. Technology facilitates interactions between customers and the business in general. At Walmart, Satyakam Sahoo implemented a tech-driven approach, which included the development of the Customer Self-Service Portal, providing customers with a user-friendly, accessible, and flexible way to acquire relevant information, submit claims, and track their progress.

While creating a convenient customer experience remains one of the priorities, supporting the employees is another essential component for the sustainable development of the retail business. It is no wonder that AI can be of use here as well. Satyakam Sahoo comments that his experience of implementing AI-powered automation at Walmart is a vivid example of the idea:

“Automation solutions powered by AI technologies are able to relieve employees from routine tasks, freeing up their resources for more complex tasks which may require a more creative approach. The result is beneficial both for customers who get their cases resolved fast and for employees who avoid routine and repetitiveness.”

It is worth noting that automation in retail is not limited to digital interaction between customers and businesses. Digital transformation spills out into the physical world in the form of robotics. Currently, Satyakam Sahoo is working on research on applying retail robots in practice. He comments that they can take over routine and physically demanding tasks, including inventory management, shelf-stocking, order picking, and cleaning. They can also interact with customers, helping them to orient themselves in the store or providing other information.

For Instance, Satyakam Sahoo participated in the peer review of the “Spark IntelliCart” product, which uses artificial intelligence and machine learning to enhance the shopping experience. The technology provides customers with advice on the ingredients needed for a particular dish and the aisles or shelves where they can find them. The feedback provided by Mr.Sahoo helped to improve the products making it more convenient and beneficial for the customers. He concludes that while this field is currently in its early stages and implementing robotics and automation in retail requires significant investment at the start, the benefits for the companies that manage to do so will be immense.

Finding the right balance between profitability, sustainability, and convenience remains a priority for Satyakam Sahoo in his current role at Walmart, as it was at his previous workplaces. He provides the trend for greener shopping as an example, explaining that thanks to the tech-driven approach and implementing cutting-edge solutions, they were able to reduce packaging waste, transition to renewable energy sources, and create an eco-friendlier customer experience.

While working on implementing new solutions and consulting others, Satyakam Sahoo finds it important to inspire others in his team and beyond to innovate and find creative solutions. Recently, he participated as a jury member in the Globee Awards, which is a global event conducted to honor organizations from all around the world for their achievements in business and technology. Its panel of judges unites recognized professionals from diverse industries and backgrounds. Satyakam Sahoo highlights the importance of staying open to ideas and solutions from other industries and fostering an environment for recognizing excellence and supporting innovations in the field.

“The ever-evolving digital landscape creates a constant push for progress and sustainable development, which can eventually improve people’s lives,” concludes Satyakam Sahoo. “To get an advantage of using these technologies, retail businesses should implement them focusing on common values such as employees' well-being or customer convenience alongside increasing profitability.

In Walmart’s particular case, Satyakam Sahoo’s work resulted in creating a better and more convenient Customer Claims Portal, which increased customer satisfaction and provided a smoother way to process claims. However, this is just a single part of a wider tech-driven approach, providing a valuable lesson for other businesses in the industry.