How Best Buy is using generative AI to create better customer support 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
- Productivity Improvements
Technology Category
- Analytics & Modeling - Generative AI
- Platform as a Service (PaaS) - Application Development Platforms
Applicable Industries
- Retail
Use Cases
- Generative AI
Services
- Cloud Planning, Design & Implementation Services
- Software Design & Engineering Services
About The Customer
Best Buy is a leading retailer in the United States, known for its wide range of consumer electronics, appliances, and technology services. The company is committed to enriching lives through technology by offering a unique mix of advice, products, and services. Best Buy operates through multiple channels, including physical stores, an online platform, and a mobile app, providing customers with various options to engage with their offerings. The company is focused on meeting customers wherever they are in their technology journey, ensuring they understand the possibilities technology can offer. With a strong emphasis on customer support, Best Buy aims to provide personalized and best-in-class experiences to its customers.
The Challenge
Best Buy aims to enhance customer support experiences by integrating generative AI into their services. The challenge is to provide personalized, efficient, and convenient support to customers across various platforms, including in-store, online, and through customer support lines. Additionally, there is a need to make work easier for employees by providing them with tools that can assist in real-time customer interactions and access to company resources.
The Solution
Best Buy has partnered with Google Cloud and Accenture to implement generative AI solutions aimed at enhancing customer support. The solution involves launching a gen AI-powered virtual assistant for self-service support on BestBuy.com, the app, and customer support lines. This assistant will help customers troubleshoot product issues, manage orders, and handle subscriptions. Additionally, Best Buy is developing AI-enabled tools for customer care agents to provide real-time recommendations, summarize conversations, and detect sentiment. For store employees, a gen AI-powered assistant is being developed to provide easier access to company resources and product guides, enabling them to assist customers more efficiently.
Operational Impact
Quantitative Benefit
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