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Best Buy Unveils Generative AI Strategy to Revolutionize Customer Support

Best Buy has announced its innovative strategy to integrate generative artificial intelligence (AI) into its customer support framework.

Best Buy has announced its innovative strategy to integrate generative artificial intelligence (AI) into its customer support framework. This move, in collaboration with Google Cloud and Accenture, aims to deliver personalized, superior tech support experiences to customers. The announcement comes shortly after reports of layoffs within its Geek Squad operations, signaling a strategic pivot towards AI-enhanced support services.

 A Strategic Approach to Enhancing Customer Interaction

Best Buy, a leader in the consumer electronics sector and ranked No. 9 in Digital Commerce 360’s Top 1000 North American online retailers, is set to introduce a generative AI assistant. This AI-powered feature will be accessible via BestBuy.com, the Best Buy app, and the company’s phone support line, with a rollout expected in late summer 2024. The assistant is designed to assist customers with troubleshooting, delivery scheduling, and managing subscriptions and memberships.

Empowering Employees with AI

In addition to enhancing customer interactions, Best Buy is also focusing on leveraging AI to support its customer service agents. The technology will provide agents with real-time recommendations for responding to inquiries, summarizing conversations, and utilizing call data to refine future recommendations. This initiative is expected to improve data collection accuracy and reduce average engagement time with agents by approximately 5%, as per Best Buy CEO Corie Barry.

Store employees are not left out of the AI integration; Best Buy is developing a generative AI assistant to facilitate access to company resources and product guides, aiming to improve customer service efficiency in stores.

Optimizing Operations with AI

The retailer is also applying AI to streamline delivery and installation schedules, demonstrating the versatile applications of AI in improving operational efficiency. Furthermore, Best Buy is expanding its AI development capabilities with the establishment of a new technology hub in Bangalore, India. This expansion is geared towards tapping into a broader talent pool, offering Best Buy enhanced access to skills and expertise at a more economical rate. The Bangalore hub is slated to open later in 2024, marking a significant step in Best Buy’s AI journey.

About Best Buy

Best Buy Co., Inc. (Best Buy) is an international retailer specializing in electronics. The company offers a diverse range of products, including consumer electronics, computers, mobile devices, appliances, and entertainment systems, as well as home office supplies. In addition, Best Buy provides a variety of services such as consultations, design, setup, technical support, warranty services, health services, memberships, educational workshops, and delivery and installation for home theaters, car audio systems, and appliances. Best Buy’s product lineup is marketed under various brand names, including Best Buy, Future Shop, Geek Squad, Magnolia, Best Buy Mobile, Dynex, Platinum, Yellow Tag, Insignia, Pacific Sales, Rocketfish, Modal, and My Best Buy. The company sells its merchandise through brick-and-mortar stores, its website, mobile apps, and call centers, with operations spanning the United States, Canada, and Mexico. The corporate headquarters of Best Buy is located in Richfield, Minnesota, USA.

Picture of Anshika Mathews
Anshika Mathews
Anshika is an Associate Research Analyst working for the AIM Leaders Council. She holds a keen interest in technology and related policy-making and its impact on society. She can be reached at anshika.mathews@aimresearch.co
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