CarsonAI

As a product manager on REI’s store technology team, I spend a lot of time thinking about how we can make life easier for our employees. Our team builds Ascent, an iOS application that helps more than 10,000 REI store employees access product information and accomplish tasks on sales floors across 180+ locations in the US. Our mission is simple but vital: provide store employees with the tools and information they need, in the moments they need them, so they can do their job with ease, confidence and joy.

Last week, during REI’s internal hackathon, my colleague Seth Daetwiler and I had the opportunity to explore how we might thoughtfully apply AI to support this mission. The result was CarsonAI, a friendly Raccoon process assistant named after environmentalist Rachel Carson (who, like Carson the bot, was also born here in Pittsburgh).

An animated GIF of a waving raccoon wearing an REI green vest

The Problem

Store employees face a common challenge: when they need to understand a process or find best practices, they have to step away from the task at hand, search through dense documentation scattered across various internal systems, hope they find the specific information they need (sometimes it can be one sentence in a 12-page PDF), and then return to their task. This constant context-switching isn’t just frustrating for our employees - it takes valuable time away from why they work at REI in the first place: serving customers, sharing their vast expertise and geeking out over gear.

Can AI Be Thoughtful, Responsible & Humane?

I’ll be honest - I have reservations about AI and I’m extremely conflicted. Like many, I’ve watched its rapid emergence with a mix of fascination and concern. But I’ve come to realize that rather than resist its inevitability, we should focus our energy on finding thoughtful, humane ways to apply this technology where it can create genuine benefits in people’s lives.

I think Carson represents this philosophy in action. Instead of using AI to replace human judgment or save a quick buck, we’re using it to remove pain points that employees have told us exist. The goal isn’t to automate tasks or increase throughput - it’s to give employees better, easier access to the knowledge they need to do their jobs well.

How It Works

Carson integrates directly into Ascent’s interface in two ways:

  1. On the home screen for general process questions
  2. As a contextual “Need Help” button within specific workflows

This means employees can verbally ask Carson questions about workflows and get immediate answers to process questions without leaving their current task. No more hunting through documentation or switching between systems - just quick, relevant guidance exactly when it’s needed.

Building During Hack Days

Working with Seth on Carson was a highlight of the hack days experience. His killer chops in iOS development and user experience design brought the concept to life in ways I hadn’t imagined. When I first floated the idea, his enthusiasm was immediate, and he ran with it, creating an elegant and intuitive interface that makes complex processes more accessible.


Looking Forward

While Carson began as a hackathon project, we’re excited about its potential. Obviously, we aren’t planning to immediately ship a project we threw together over a couple days to production. There are optimizations and tweaks we need to make before opening access to our fleet. Our next steps include:

  • Testing the prototype with store employees to gather feedback and better understand their needs
  • Making UX improvements based on feedback
  • Benchmarking performance and load testing
  • Exploring a beta release in Ascent during Q1 2025
  • Learning more about how employees use Carson in real-world situations once it’s live

A Reflection

The retail environment is complex and constantly changing. Our store employees navigate this complexity daily while working hard to provide the best possible experience for our customers. I think tools like Carson represent an opportunity to use emerging technology in a way that genuinely supports our employees - not by replacing their expertise, but by making it easier for them to access and apply it.

At REI, we live and work by a set of values called The Co-Op Way. Three of these values are:

  • We courageously embrace change
  • We go further, together
  • We start from a place of respect

I think Carson is in alignment with these principles. As we continue to explore the possibilities of AI in REI store operations, keeping these Co-Op Way values close will be crucial. The goal isn’t to chase technology for its own sake, but to thoughtfully apply it in ways that responsibly look forward, respect and foster human interactions, and make the work experience better for employees in our stores.