A Peek into Best Buy's Plans for Improving Customer Support With GenAI

Best Buy is transforming customer support by integrating generative AI, in collaboration with Google Cloud and Accenture. This strategic partnership aims to offer a more personalized and efficient tech support experience to customers.

The multinational consumer electronics retailer plans to roll out a generative AI-powered virtual assistant by the latter half of 2024.

Using Google Cloud's Vertex AI and Gemini models, the assistant will be available on BestBuy.com, within the Best Buy app, and over the phone, providing a robust self-service option for troubleshooting, order modifications, and management of subscriptions and memberships.

Supporting Employees with AI Tools

In addition to enhancing customer service, Best Buy is also improving the work environment for its employees through AI. According to a company blog, new AI-driven tools will be deployed to assist customer care agents.

“The AI tools will help care agents assess customer conversations in real-time, providing them with in-the-moment, relevant and human-focused recommendations. At the same time, the tools will summarize conversations, detect sentiment and utilize data from the call to reduce the likelihood a similar issue will occur in the future,” the blog reads.

Moreover, the company is developing an AI assistant specifically for in-store employees to streamline access to company resources and product information, enhancing their ability to assist customers.