Author: Brian Tilzer, Chief Digital Analytics and Technology Officer at Best Buy
Best Buy’s mission is to enhance lives through technology. We aim to assist customers at every stage of their technology journey by providing expert advice, a diverse range of products, and top-notch services. Whether it’s in our stores, on BestBuy.com, or in customers’ homes, we strive to help individuals grasp the full potential of technology.
Technology has become increasingly vital in our daily lives over the past few years. People now rely on technology to function seamlessly 24/7. Best Buy is dedicated to meeting this need conveniently. Our customers can easily reach us anytime, day or night, through BestBuy.com, over the phone, or via the Best Buy app.
Our recent partnership with Google Cloud aims to harness the power of generative AI to offer our customers even more personalized and exceptional technology support.
Enhanced Customer Support for Best Buy Customers
One of the ways we plan to enhance customer support is by introducing a self-service support option expected to launch in late summer 2024. This feature will enable Best Buy’s U.S. customers to utilize a gen AI-powered virtual assistant for assistance. This virtual assistant will help customer care agents provide faster and improved support for troubleshooting product issues, modifying order deliveries, managing software, Geek Squad subscriptions, and My Best Buy memberships. The self-service support will be accessible online, through our app, or by contacting customer service.
In recognition that some customers prefer human interaction, we will also introduce a set of new gen AI-enabled tools for customer care agents assisting customers over the phone. These tools will aid agents in promptly identifying the best course of action to address various customer needs. They will analyze conversations in real-time, offer relevant and human-focused recommendations, and summarize discussions. Moreover, these tools will gauge sentiment and use call data to minimize the recurrence of similar issues.
We are also developing an assistant powered by gen AI to support our front-line employees nationwide. This assistant will provide employees with quick access to company resources and product guides, enabling them to assist customers more effectively.
As the nation’s largest consumer electronics retailer, we are proud to deliver customers a more personalized support experience through valuable partnerships and leveraging Google Cloud’s AI platform, Vertex AI, and Gemini models. The retail landscape is ever-changing, and we are committed to leading the way in serving our customers in unmatched ways.
