Three ways we’re using AI to support our people
Across the business, colleagues tell us the biggest benefit of AI is time. Time saved on admin. Time gained with customers. Time to coach teams and solve problems. AI also supports confidence, particularly for new starters, by providing knowledge and guidance in the moment with tools that put answers to their questions in the palm of their hand – as opposed to eras gone by, when they were given a physical handbook.
1. Empowering our colleagues with AI tools
We’re using agentic AI to help our colleagues save time by automating routine tasks. This means our people can focus on meaningful work. It’s all about giving our teams the support they need to do what matters most. For example, we have rolled Microsoft Copilot out to around 3,000 colleagues across our store support centre and store management, enabling them to save time on more administrative tasks and focus on strategic work.
2. Supporting better decisions and on-the-job help
Our stores are trialing smart tools that help colleagues manage tasks and find answers quickly. With real-time guidance and support, our teams can make confident decisions, ease their workload, and get up to speed faster. These tools make information simple and accessible for everyone. In our Argos stores, for example, we have equipped our colleagues with handheld devices and apps that give them access to task and knowledge support in real time, helping with onboarding and on-the-job assistance. It also enables faster, better informed responses to customer queries at Argos counters.
3. Enhancing Nectar with technology
We’re combining advanced technology with our colleagues’ expertise to make more personalised pricing with Your Nectar Prices, for example. Automation handles the heavy lifting, but our people stay in charge of key decisions. This means faster, more accurate choices and more time spent on work that adds value.
As technology changes how work is done, building confidence, judgement and skills is just as important as investing in tools.
Our AI Centre of Excellence
We recently launched an exciting new capability, our AI Centre of Excellence. It is an initiative that has been established to drive and oversee responsible and strategic use of AI across the organisation. It is designed to:
Accelerate innovation to drive our Next Level Strategy
Drive meaningful use of AI enabled platforms and tools
Embed AI into ways of working to maximise value
Highlight safety and security needs early
Ensure our standards and best practice are followed
Upskill colleagues to enable confident use of AI
Q&A with Helen Masters, head of talent programmes
How are you preparing early‑career talent for a future shaped by AI?
One example of our efforts in this area is the new FutureMaker graduate programme, which supports young people in developing strong foundations for their future. The programme aims to equip graduates with essential skills needed for workplace success, fostering innovation and encouraging fresh perspectives. Its modules address change, transformation, digital technology, and AI, while also teaching how these tools are applied responsibly in real business contexts, alongside critical thinking.
What does that look like in practice?
Graduates learn to work confidently with data and AI‑enabled tools while understanding when human judgement matters most. We want people who see AI as something they work with, not something that replaces their role.
We’ll give our graduates foundational confidence in digital concepts, demystify AI and machine learning, build responsible use of AI and equip them with a practical digital toolkit for everyday work. This focus will upskill graduates in these skills, improving digital confidence and decision-making around AI and data tools.
Why focus on responsible use so early?
Because culture and habits are formed early in careers. Embedding responsible use from the start helps build future leaders who understand both the opportunities and responsibilities that come with AI.
Responsible AI
We are committed to using AI responsibly. People remain accountable for decisions. AI outputs are reviewed and challenged. Fairness, accessibility and transparency are considered from the start, and we regularly review how tools are used.
Looking ahead
Technology will continue to play a bigger role in grocery retail, from forecasting and logistics to personalisation and customer service.
Our focus remains the same: using technology in ways that support people, strengthen skills and deliver better outcomes for customers and communities.
FAQs
AI plays a role right across our sector, from forecasting and logistics to personalisation and customer service. Fundamentally, we use AI to support people – including our customers, colleagues and partners.
When it comes to our colleagues, our priority is to reduce repetitive admin, remove friction and help colleagues focus on higher value, human work like service, teamwork and problem solving. Technology can change how work is done, but our focus is on using it to make work simpler and better supported – while investing in skills and pathways so colleagues can grow as roles evolve.
Mostly routine, repeatable tasks. Like summarising information, drafting first versions of documents, or highlighting key points, so colleagues can make decisions faster and spend more time with customers and teams.
People are. AI does not make decisions on its own. Colleagues remain in control, apply judgement, and are accountable for outcomes.
We invest in training, guidance and support so colleagues understand how to use AI well and responsibly. We also build AI learning into early career pathways so future leaders understand both the opportunities and responsibilities.
Technology should support people. AI supports decisions - it doesn’t make them - and accountability sits with colleagues.
We’re really careful with how we use AI. We have strict rules and strong protections in place to keep customers’ information safe and to make sure everyone is treated fairly.
Security is a top priority for us. All our AI systems go through the same tough checks as the rest of our technology to keep everything safe and secure.
We’re always looking at new ways to make shopping better for customers and to help our colleagues, including exploring how AI can improve things as it evolves.
This is an initiative that has been established to drive and oversee responsible and strategic use of AI across the organisation.