Report: Walmart gets the message on in-store assistance

Usually retailers are not pleased when hackers get into their systems, but Walmart Stores Inc. is very happy with three hackers in particular. Walmart will test a new SMS-based customer service tool that won a recent Walmart Labs-sponsored “hackathon.”



Built on the Twillo communication platform, Walmart Simple Text lets customers send a text message saying “hi.” Customers are then connected to an automated chat assistant who can send verbal directions to where specific products are located in the store. Customers can also download a map of the store. If they need further assistance, a text of the word “chat” connects them to a live customer agent.



Walmart Simple Text was developed by hackers Rachel Tsao, Devin Finzer, and Clara Tsao. It should be noted the “hackers” were given access to Walmart’s API as part of the contest, held as part of the TechCrunch HackDisrupt event. Walmart Simple Text will be initially tested at one Walmart store location.