Sam's Club Using AI To Address Customer Pain Point

Sam’s Club is addressing an in-store pain point for many shoppers with the installation of artificial intelligence and computer vision technology at 120 clubs that will help reduce the choke point at each location’s exit as customer receipts are verified. 

Since its unveiling at the Consumer Electronics Show in January, the deployment of the new exit technology represents the largest-scale implementation of member-facing AI-powered technology in the retail industry, according to the company. 

Sam’s officials said in clubs where the technology has been deployed, more than half of members are getting the friction-free exit experience, translating to members leaving the club 23% faster. The new technology is expected to be installed in all Sam’s locations by the end of 2024.

"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."

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. 

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.