Self-Service Support Option
Starting in late summer 2024, Best Buy's U.S. customers will be able to connect with a gen AI-powered virtual assistant for self-service support.The assistant can help with tasks such as troubleshooting product issues, rescheduling or combining order deliveries, and managing software, Geek Squad subscriptions, and My Best Buy Memberships™.
Customers can access these services while shopping on BestBuy.com, using the Best Buy mobile app, or calling the customer service line directly.
Enhancing Customer Care Agents
Best Buy will launch new gen AI-enabled capabilities for customer care agents.These tools will assess conversations in real-time, detect sentiment, and provide relevant recommendations.
The goal is to reduce the mental workload for agents and allow them to better connect with customers.
Front-Line Employee Assistance
Best Buy plans to develop a Gen AI-powered assistant specifically for its front-line employees in stores. This assistant will provide solutions like finding internal company resources or pulling up specific product guides to better serve customers.By leveraging Google Cloud's AI platform, Vertex AI, and Gemini models, Best Buy aims to stay at the forefront of customer support experiences. The future of retail continues to evolve, and Best Buy is committed to serving its customers in innovative ways.
In addition to implementing tools to assist customer care agents, Best Buy will work with Google Cloud and Accenture to develop an AI-driven assistant specifically for its front-line employees serving customers nationwide. This assistant will aim to provide a broad array of solutions to support employees in stores with things like finding internal Best Buy company resources or pulling up specific product guides to help better serve a Best Buy customer.
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“These new gen AI-powered capabilities further enhance our commitment to deliver better, more personalized experiences to our customers by unlocking the power of people,” said Brian Tilzer, Chief Digital Analytics and Technology Officer at Best Buy. “We are excited to leverage and tailor these innovations with great partners like Google and Accenture so we can continue to serve our customers in unique and differentiated ways and make our employees’ jobs easier.”
Best Buy will tap into a range of Google Cloud products including their Gemini models and Vertex AI, to create and launch these AI capabilities, as well as Contact Center AI to develop state-of-the-art conversational agents. The selection of Google Cloud’s generative AI technologies builds on how Best Buy uses AI across a number of customer care fronts.
Best Buy and Google have a long-standing relationship with existing collaborations across other Google products and services, including Advertising, Hardware, Google Chrome, and more. Powering some of Best Buy’s upcoming gen AI deployments will be a coordinated effort across Accenture, Google Cloud Consulting, and Best Buy’s internal teams to build, test and scale new capabilities for Best Buy.
Best Buy (NYSE: BBY) is the world’s largest specialty consumer electronics retailer. Our purpose is to enrich lives through technology, which we do by providing our customers a unique mix of advice, products and services in our stores, online, and in homes. Our expert associates advise customers on our curated assortment of the latest, name-brand technology, while our highly trained services teams help with designs, consultations, delivery, installation, tech support and repair.
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