How Best Buy is using generative AI to create better customer support experiences
公司规模
Large Corporate
地区
- America
国家
- United States
产品
- Vertex AI
- Gemini models
技术栈
- Generative AI
- Google Cloud
实施规模
- Enterprise-wide Deployment
影响指标
- Customer Satisfaction
- Productivity Improvements
技术
- 分析与建模 - Generative AI
- 平台即服务 (PaaS) - 应用开发平台
适用行业
- 零售
用例
- Generative AI
服务
- 云规划/设计/实施服务
- 软件设计与工程服务
关于客户
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.
挑战
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.
解决方案
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.
运营影响
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