随着企业对人工智能的投资持续增长，各种规模的公司都在努力弄清楚员工对工作场所中的这项技术有何感受。
As enterprise AI investment continues to grow, companies of all sizes are trying to figure out how employees feel about the technology in the workplace.
作为全球最大的私人雇主，沃尔玛在6月首次向其210万名员工提出了这个问题，试图了解最多元化的员工队伍之一如何体验人工智能。
Walmart, the biggest private employer in the world, asked its 2.1 million associates in June that exact question for the first time, trying to get a sense of how one of the most diverse workforces is experiencing AI.
根据超过170万份调查回复的调查结果，沃尔玛发现，虽然员工对人工智能的熟悉程度和舒适度各不相同，但接受过该技术培训和拥有相关经验至关重要。
What it found, based on more than 1.7 million survey responses, is that while workers have different levels of familiarity and comfort with AI, training and experience with the technology matters.
沃尔玛负责员工体验和数字事务的首席人力资源官马伦·沃格纳在2026年CNBC劳动力高管理事会峰会上接受CNBC记者莱斯利·皮克采访时表示，77%的沃尔玛办公室员工表示，他们对使用人工智能工具感到相当有信心。
Seventy-seven percent of Walmart's office-based associates said they feel pretty confident in using AI tools, Walmart Chief People Officer for Associate Experience and Digital Maren Waggoner told CNBC's Leslie Picker at the 2026 CNBC Workforce Executive Council Summit in New York City.
至于沃尔玛美国一线员工，84%的人表示他们对使用数字工具充满信心，这反映了他们中许多人现在在工作中使用的人工智能驱动工具，她说。
And as for Walmart's U.S. frontline associates, 84% said they are confident using digital tools, a reflection of the AI-powered tools that many of them are now using in their roles, she said.
“我们给他们颁发了证书，提供了培训计划和工具，因此他们在日常工作中使用它，”沃格纳说。
"We've given them certificates, we've given them training programs and tools, and so they're using it in their day-to-day," Waggoner said.
在过去13个月中，沃尔玛已与谷歌和OpenAI合作，为员工提供免费的学习和人工智能认证计划。沃格纳表示，接受过OpenAI培训的员工表示，使用人工智能的信心提升了27%。
In the last 13 months, Walmart has partnered with both Google and OpenAI around learning and AI certification programs for associates at no cost. Waggoner said that associates who went through OpenAI training said they had a 27% confidence gain using AI.
这帮助沃尔玛摆脱了美国范围内围绕人工智能的一些更大趋势。根据皮尤研究中心2026年8月的一项民调，约52%的美国成年人表示，他们对人工智能感到担忧多于兴奋，但沃尔玛的数据显示，沃尔玛员工报告的舒适度和兴奋度更高。“提供工具，提供培训；他们感到更有信心，”沃格纳说。
That has helped Walmart buck some of the larger trends around AI across the country. While about 52% of U.S. adults say they are more concerned than excited about AI, according to an August 2026 Pew Research Center poll, Walmart associates report greater comfort and excitement, Walmart data showed. "Providing the tools, providing the training; they feel more confident," Waggoner said.
尽管人工智能或许是沃尔玛在其64年历史中经历的最大技术革命，但沃格纳表示，该公司转型的方法一直保持不变。
While AI is perhaps the biggest technological revolution that Walmart has gone through over its 64-year history, Waggoner said the company's approach to transformation has remained the same.
“我们有一个相当大胆的使命宣言，即成为以人为本、技术驱动的全渠道零售商，最终致力于帮助人们省钱，”她说。“以人为本和技术驱动这部分已经存在一段时间了。”
"We have a pretty bold mission statement around being a people-led, tech-powered omni-channel retailer that is ultimately dedicated to helping save money," she said. "The people-led and tech-powered piece has been around for a while."
许多经济领域的工人表示，他们担心人工智能会取代自己的工作。虽然沃格纳表示，沃尔玛正在寻找方法利用人工智能在履约中心自动化流程，例如，但该零售商在技术方面的努力是为了“减少一些摩擦，利用机器人提供帮助，然后真正将工作重点放在人类判断上。”事实上，沃格纳表示，在该公司位于德克萨斯州达拉斯的创新实验室中，自动化减少人类此前执行的体力任务的努力，反而创造了更多质量保证类岗位，而不是更广泛的裁员。
Many workers across the economy say they are afraid of AI replacing their jobs. While Waggoner said Walmart is finding ways to use AI to automate processes in fulfillment centers, for example, the retailer's efforts with the technology are to "reduce some of that friction and use robotics to help, and then really focus the work on human judgement." In fact, Waggoner said, at the company's innovation lab in Dallas, Texas, automated efforts to reduce the physical tasks previously performed by humans have instead created more quality assurance-type roles as opposed to broader job losses.
在商店一线，沃格纳表示，沃尔玛发现其客户“实际上喜欢在结账时与人交谈”。这使得店员能够将精力集中在利用人工智能解决客户问题上。
And on the front lines of stores, Waggoner said Walmart has found that its customers "actually like talking to a human at checkout." That has allowed associates to focus their efforts on using AI to solve customer challenges.
沃格纳提到，她今年早些时候在墨西哥遇到的一位店经理，他自己构建了一个人工智能代理来查看报告并推动新鲜农产品销售。
Waggoner pointed to a store manager in Mexico that she met earlier this year who built his own AI agent to look at reports and drive fresh produce sales.
“他正在使用这个工具，但他仍在经营商店，”她说。“店经理的工作依然存在。他正在利用工具和技术来推动自己的业务。顺便说一句，他的新鲜农产品销售额大幅增长。”
"He's using the tool, but he's still running the store," she said. "The store manager job is still there. He's using the tools and technology to drive his business. And by the way, his fresh sales are through the roof."