Once Walmart opened its website to allow third-parties to sell on its website, it had to deal with problematic behavior from “bad” sellers, just as every online marketplace must do. On Tuesday, Walmart published a post describing the actions it was taking to keep the marketplace secure from bad actors who “seek to mislead and defraud customers.”
Not surprisingly, Walmart said it was using AI in its policy compliance efforts. But it said it was overseeing such monitoring using “human management” alongside machine learning and automation. Sellers take issue with marketplaces’ use of “bots” that enforce policy, especially when they use non-humans in the appeals process.
To keep Walmart.com secure, we operate a multi-layered enforcement system with zero tolerance for bad actors, including:
- Seller vetting prior to onboarding, including identity and business verification, with ongoing compliance reviews.
- Pre-listing protections such as restricting who can sell certain categories.
- AI-driven and real-time monitoring of product listings for policy compliance, intellectual property infringement, overseen by machine learning, automation and human management.
- Clear policies with swift enforcement measures, including proactive removal of violating listings and, when necessary, removal of sellers.
- Rapid response capabilities enabling our Trust & Safety team to investigate and address violations quickly.
- Brand protection tools that allow owners to flag and it is resolved quickly.
- Customer-centric policies, including convenient store-based returns for Marketplace items.
- Educating sellers to meet and maintain high standards.
Walmart also listed ways it fights the problem of counterfeits, stating that “today’s bad actors are more sophisticated, using technology to scale their operations faster than ever.” It said it believes strong, coordinated action between the public and private sector was essential for tackling the evolving threat.
One way Walmart fights fakes: “Sharing intelligence on bad actors with other retailers and marketplace platforms through the Anti-Counterfeiting Exchange.”
The retailer isn’t just using AI with enforcement issues – on Thursday, Walmart shared how AI is baked into many aspects of its operations – including customer support.
Walmart’s CEO Doug McMillon also announced two newly created AI-related positions it had filled: Executive Vice President of Acceleration, Product and Design; and Executive Vice President of AI Platforms. “Artificial intelligences is changing how we work,” McMillon said in his post on LinkedIn.