AI-Powered Order Fulfillment — Conversational AI for Walmart Operations

About: Walmart's fulfillment teams were navigating 200+ fragmented modules to complete a single order. Manual coordination, cognitive overload, and training costs running $774–$1,047 per associate were quietly burning $5M+ in operational friction every year. The system wasn't broken it was just never designed for the decisions people were actually making.

What I did: I was the sole designer on a 15-person cross-functional team, leading end-to-end design of a conversational AI assistant that unified order management, automated repetitive decision-making, and introduced explainable AI reasoning with built-in safety guardrails. I defined the conversational strategy, interaction model, and ethical guardrails then prototype and validated it live across 5+ store environments with 16 user sessions.

Post-launch: The results were structural: workflows accelerated 60%, 300+ daily support sessions eliminated, 24,000 clicks reduced per session, task time dropped to under 3 minutes. $5M+ in operational savings unlocked. Launched, awarded, and still running.