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<\/p>\nWesfarmers is embarking on a groupwide program that will see it use agentic AI to personalise retail experiences and reduce operational complexity.<\/p>\n
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The ASX-listed company flagged the introduction of agentic AI at its biggest brand operations, including Bunnings, Kmart, Officeworks, Priceline and Blackwoods.<\/p>\n
It will tap into agentic AI technology from two ecosystems – Google Cloud and Microsoft – with “multi-year” partnerships announced today.<\/p>\n
Wesfarmers managing director Rob Scott said that use of AI is expanding into domains such as “forecasting, design and customer engagement”.<\/p>\n
Scott said it was important to Wesfarmers to adopt agentic AI technology “responsibly, at scale and with the right partners.”<\/p>\n
The work with Google Cloud has already produced an active pilot, where customers of OnePass – a paid membership and delivery service – can “search and shop conversationally across multiple retail brands in one place.”<\/p>\n
Wesfarmers highlighted the “cross-divisional” nature of the pilot project, given multiple retailers are involved.<\/p>\n
The company also plans to use\u00a0Gemini Enterprise for Customer Experience to build tools that “help customers find products more easily, receive relevant recommendations and move smoothly from search to post-purchase”; and to build customer support AI assistants that can help “resolve [customer] enquiries more efficiently”.<\/p>\n
In the backend, Google’s agentic AI capabilities will enable staff to “analyse information, automate routine tasks and support decision-making across functions including operations, customer service, engineering, marketing and finance,” Wesfarmers said.<\/p>\n
Microsoft agentic AI services, meanwhile, will power internal productivity and supply chain operations, along with customer-facing agentic commerce and Copilot digital storefronts.<\/p>\n
Wesfarmers’ deal with Microsoft will expand\u00a0the group’s use of Azure OpenAI, M365 Copilot, and Copilot Studio across its Bunnings, Kmart Group, Blackwoods, and Priceline retail brands.<\/p>\n
Wesfarmers plans to more than double its Microsoft 365 Copilot footprint.<\/p>\n
“Our partnership with Microsoft is supporting our increased use of AI across the group and we are already seeing the benefits, particularly at a team member level with the use of Copilot,” Scott said.<\/p>\n
Both vendor partnerships include custom training programs, with Google Cloud delivering AI upskilling adapted to different roles from store-based teams to support centres.<\/p>\n
Through the partnerships with Google and Microsoft, Wesfarmers is pursuing a multi-vendor AI strategy rather than committing exclusively to either hyperscaler’s ecosystem.<\/p>\n