United StatesRetail and e-commerce2026 – ongoingWayfair
Wilma supplier-support automation
OpenAI reported automated work across 41,000 supplier-support tickets a month at Wayfair
Problem
Associates manually assessed incoming supplier requests.
Approach
Wilma used OpenAI models to interpret requests and retrieve context. Evaluation determined which workflows gained autonomy.
Results
41,000supplier-support tickets with automated work monthly, per OpenAI
Takeaway
Autonomy followed comparisons with human decisions.
Categories
- Size
- Large enterprise
- Industry
- Retail and e-commerce
- Business function
- Logistics and supply chain
- Innovation type
- Process innovation
- AI technology
- Generative AIAI agents
- Adoption
- Off-the-shelf tool or platform
- Evidence
- Vendor case study
Sources
Source summaries
[1]OpenAI25 Sep 2026
OpenAI reported automated work across 41,000 supplier-support tickets monthly. It described staged workflow evaluation.
Full details are in the original sources.
Added 1 Nov 2026 · Updated 1 Nov 2026