Wesfarmers is deploying AI tools to improve the speed, consistency and quality of customer service across its retail businesses.
‘Team Member Assist’ is a tool that Bunnings has deployed to provide frontline team members rapid, natural language access to product and operational knowledge at their fingertips – supporting them to respond to customer queries more quickly and accurately. The bases of this Team Assistant tool is being progressively replicated by other Wesfarmers divisions.
In its contact centres, Wesfarmers is implementing AI agents through Salesforce to help manage high-volume routine enquiries such as order status, delivery queries and membership questions. The program is expected to improve response times and service consistency. These initiatives are supported by partnerships with Microsoft, Google and Salesforce, and sit within a broader framework of responsible AI governance. The focus is on improving service quality and operational efficiency, ensuring customers receive more consistent experiences, while supporting team members to focus on more complex customer interactions.