Wolt's new transparency report reveals insights into AI use

Wolt, a Helsinki-based tech company known for its multi-service app enabling customers to order from restaurants, grocery stores, and other local retailers, has launched its third Algorithmic Transparency Report. The report is part of Wolt's ongoing initiative to provide insight into the algorithms that power its platform, which collaborates with major retailers such as Tesco, Carrefour, Spar, and 7-11.

Wolt's report emerges amid considerable debate about the future role of artificial intelligence (AI) and its regulation. With 60% of organisations using generative AI, transparency about how these systems function is becoming increasingly critical. Algorithms contribute significantly to digital safety, including managing platform access and streamlining customer service. Despite their importance, universal standards guiding the application of algorithms, such as GDPR and the EU Act, are limited, and audit results are rarely disclosed.

This year’s report by Wolt has been structured to cater to three key stakeholder groups: consumers, merchants, and courier partners. The document details how algorithms influence interactions and improve user experiences. A new chapter on generative AI explores its role in enhancing efficiency for Wolt. The company's approach to data and product security is also elaborated upon.

Since launching the first Algorithmic Transparency Report in 2022, Wolt has been recognised as a pioneer in the digital platform industry. WageIndicator has acknowledged Wolt's dedication to transparency, naming its reports as industry best practice.

Wolt aims to empower customers and partners through the publication of its transparency reports. By offering valuable insights, the company seeks to foster trust, accountability, and informed decision-making. According to a survey conducted by Wolt, over 90% of their courier partners considered algorithmic transparency crucial.

Vincent Ho-Tin-Noe, Chief Product Officer at Wolt, stated, “Wolt's mission is to improve the cities we serve, and we believe being open and transparent about our technology can help us achieve this goal. Never has it been more important to share information in a clear and understandable way so that customers and partners can better understand their interactions with us, hold us accountable and improve their overall experiences on our platform.”