Revolutionizing Customer Service with AI at Tractor Supply

Tractor Supply Co., the largest rural lifestyle retailer in the U.S., is leveraging generative AI to enhance customer service through its application “Hey GURA.” This AI tool, accessible to all employees via handheld devices and earpieces, aids staff in obtaining product information and recommendations, thereby improving customer assistance in over 2,300 stores. Glenn Allison, vice president of enterprise AI platforms, and Tom Henkel, director of enterprise cloud and infrastructure, discussed the significance of solid IT architecture in maintaining their extensive operations during an interview at Nutanix .NEXT. With over 200 nodes supporting 4,000 virtual machines, the infrastructure is designed for flexibility to adapt to business changes. Additionally, Tractor employs AI for edge computing, such as alerting employees when checkout lines are long, to ensure a superior customer experience. The company’s commitment to generative AI is pivotal in empowering team members to meet customer needs effectively.

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