Retail Industry Poised for Transformation Through AI-Driven L&D 

While generative artificial intelligence technologies like ChatGPT have been increasingly adopted in the retail sector, the full transformative potential remains underutilized. Beyond AI’s well-documented benefits in driving efficiency and reducing redundancies — especially in areas like forecasting, strategic planning, and automating customer interactions — it possesses a broader range of applications that can profoundly impact retail performance. 

Utilizing AI’s capabilities, retailers can already unlock innovative solutions that augment sales growth, productivity, and employee experience, fueling business success and competitive advantages. Realizing the extent of AI’s power, however, will require executives and sales leaders to recognize the importance of another critical use case: learning and development (L&D) programs. These initiatives support broader sales training efforts through analysis, fast feedback, and immediate access to information, making them a vital component of AI's potential in the retail world. 

AI Identifies, Assesses and Addresses Areas in Need of a Training Boost 

Through natural language processing (NLP) and sentiment analysis, AI tools can analyze sales calls, emails and other interactions to provide instant feedback on communication skills, objection handling, and product knowledge. Some innovative tools even allow retail salespeople to showcase their pitches or product demonstrations, which are then evaluated by AI technology for feedback. This cutting-edge feature enables learners to hone their skills through deliberate practice to refine their delivery to achieve greater impact.  

Continuous feedback loops like these, as well as constructive critiques and thoughtful suggestions, can accelerate learning and development by driving performance improvement. This, in turn, fuels organization-wide efficiency and sparks a more engaged and productive workforce. In fact, recent Gallup research revealed that 80 percent of employees who say they have received meaningful feedback in the past week are fully engaged. 

By analyzing employees' performance data and comparing it to benchmarks, AI can pinpoint key skill development areas where additional training is needed. After identifying knowledge gaps, the technology can suggest targeted training courses or make recommendations based on questions posed by retail team members. 

AI can also help to minimize administrative work for managers, who often find their days packed with routine but time-consuming responsibilities. Tasks like sending over the latest learning materials, assigning courses, or asking staffers to update their CRM tools end up adding hours to a manager’s workload and divert attention from more important projects. The right AI tools can help automate administrative L&D tasks, freeing up more time for retail managers to focus on coaching and mentoring. Additionally, AI can ensure managers receive timely feedback on the training progress made by their direct reports, further enhancing organizational continuous feedback loops. 

Elevating Existing L&D Programs With the Power of AI 

Established L&D programs can also benefit from the introduction of AI. For instance, just-in-time training, a proven and widely adopted L&D strategy, is particularly well-suited for AI-driven enhancements, which can amplify its impact and effectiveness. The technology can be used to create personalized educational journeys tailored to individual learners' preferences, performance and history to deliver precise knowledge and skills at the exact moment of need.  

As demand for flexible learning experiences continues to grow, just-in-time programs are becoming increasingly vital, making them a worthwhile investment opportunity. Notably, 57 percent of employees expect their training to be more "just in time" or "as needed" compared to three years ago, underscoring this learning format’s rise in popularity. 

Additionally, AI-powered chatbots and virtual helpers can provide instantaneous answers to learners' general questions and inquiries, empowering them to quickly solve problems and deliver high-quality customer service. AI used in other just-in-time learning programs, such as those that utilize adaptive platforms, can automatically adjust content and delivery to ensure learners are adequately challenged and engaged, yet not overwhelmed. With enhanced just-in-time tools to help optimize knowledge retention and application, organizations can create a more responsive, effective, and learner-centric L&D experience. 

As retail leaders progressively tap into the power of AI to optimize sales training and team development, their organizations stand to gain critical competitive advantages in a crowded and rapidly evolving sector. Retailers that leverage AI-driven insights and personalized learning experiences are better positioned to cultivate a more agile, responsive and customer-centric workforce. Teams become better equipped to adapt swiftly to changing consumer behaviors, preferences and technologies, ensuring long-term success and sustainability in an increasingly complex retail landscape. 

Jeff Griggs is chief revenue officer for Litmos, an all-in-one learning management system featuring an intuitive platform, off-the-shelf training content, and expert L&D services.