How Best Buy is using generative AI to create better customer experiences
Customer Company Size
Large Corporate
Region
- America
Country
- United States
Product
- Vertex AI
- Gemini models
Tech Stack
- Generative AI
- Google Cloud
Implementation Scale
- Enterprise-wide Deployment
Impact Metrics
- Customer Satisfaction
- Digital Expertise
Technology Category
- Analytics & Modeling - Generative AI
- Platform as a Service (PaaS) - Data Management Platforms
Applicable Industries
- Retail
- Consumer Goods
Applicable Functions
- Business Operation
Services
- Cloud Planning, Design & Implementation Services
- Software Design & Engineering Services
About The Customer
Best Buy is the largest consumer electronics retailer in the United States, known for its wide range of technology products and services. The company is dedicated to enriching lives through technology by offering a unique mix of advice, products, and services to its customers. Best Buy operates both online and through physical stores, providing customers with convenient access to technology solutions. The company is committed to meeting customers wherever they are in their technology journey, whether it's through in-store visits, online shopping, or in-home services. Best Buy's focus is on helping customers understand and utilize technology to enhance their lives. With a strong emphasis on customer support, Best Buy aims to provide seamless and personalized experiences to its customers. The company is also known for its Geek Squad services, which offer technical support and assistance to customers. As a leader in the retail industry, Best Buy is continuously exploring innovative ways to improve customer experiences and stay ahead of the evolving retail landscape.
The Challenge
The challenge Best Buy faces is the increasing demand for seamless and efficient customer support in a world where technology plays a crucial role in daily life. Customers expect 24/7 support that is convenient and personalized, whether they are shopping online, in-store, or need assistance with their technology products. Best Buy aims to meet these expectations by leveraging advanced technology solutions to enhance customer experiences. The company recognizes the need to provide support that is not only efficient but also personalized to cater to individual customer needs. This requires a robust system that can handle a wide range of customer inquiries and provide timely and relevant assistance. Additionally, Best Buy is aware that some customers prefer human interaction, which necessitates a balance between automated and human-assisted support. The company is also focused on empowering its front-line employees with the tools and resources they need to assist customers effectively. Overall, Best Buy is committed to staying at the forefront of retail innovation to deliver exceptional customer service.
The Solution
Best Buy has partnered with Google Cloud to leverage generative AI in enhancing customer support tools and experiences. The collaboration aims to provide more personalized and efficient support to customers through various AI-powered solutions. One of the key initiatives is the development of a self-service support option, expected to launch in late summer 2024. This feature will enable U.S. customers to receive assistance from a generative AI-powered virtual assistant, allowing them to troubleshoot product issues, manage orders, and handle subscriptions more effectively. The self-service support will be accessible online, via the Best Buy app, or through direct customer service calls. In addition to self-service options, Best Buy is introducing a suite of AI-enabled tools for customer care agents. These tools will assist agents in identifying the best actions to address customer needs, provide real-time recommendations, and summarize conversations to prevent future issues. The AI tools will also assess customer sentiment during interactions, ensuring a human-focused approach to support. Furthermore, Best Buy is developing an AI assistant for front-line employees, providing them with easy access to company resources and product guides to enhance customer service. By leveraging Google Cloud's AI platform, Vertex AI, and Gemini models, Best Buy aims to offer a more personalized and efficient support experience, positioning itself as a leader in the evolving retail industry.
Operational Impact
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