Best Buy enhances customer support with Google Cloud and Accenture through Generative AI

Best Buy, in a strategic collaboration with Google Cloud and Accenture, announced the integration of generative AI technologies to elevate customer service experiences. This initiative will deploy Google Cloud’s generative AI to create more efficient and personalized interactions for Best Buy‘s customers, starting in late summer 2024. The move underscores Best Buy’s commitment to harnessing cutting-edge technology to improve service quality and operational efficiency.

Best Buy plans to launch a gen AI-powered virtual assistant across its platforms, including the Best Buy website, mobile app, and customer service lines. This assistant aims to offer self-service options, empowering customers to manage aspects such as troubleshooting, order deliveries, software management, and subscriptions independently. This shift not only enhances customer autonomy but also allows Best Buy’s customer service agents to focus on providing more personalized support.

Brian Tilzer, Chief Digital Analytics and Technology Officer at Best Buy, highlighted the initiative’s significance, stating, “These new gen AI-powered capabilities further enhance our commitment to deliver better, more personalized experiences to our customers by unlocking the power of people. We are excited to leverage and tailor these innovations with great partners like Google and Accenture so we can continue to serve our customers in unique and differentiated ways and make our employees’ jobs easier.”

The implementation of generative AI is not limited to customer-facing features. Best Buy is also enhancing its internal systems to support customer care agents. The new tools will assist agents by reducing their mental workload and providing real-time recommendations during customer interactions. These advancements are designed to improve the quality of service and ensure a positive resolution to customer inquiries.

Thomas Kurian, CEO of Google Cloud, expressed his views on the partnership: “Retailers are increasingly tapping into gen AI to create more seamless customer experiences and empower employees with new tools to make their work more impactful. Our collaboration with Best Buy will help customers better interact with Best Buy’s brand and services, and employees will also gain more sophisticated tools to assist shoppers.”

In addition to customer service enhancements, Best Buy, with the support of Google Cloud and Accenture, will develop an AI-driven assistant for its front-line employees. This tool will provide employees with access to internal resources and product guides, further improving the efficiency and effectiveness of in-store customer support.

Julie Sweet, chair and CEO of Accenture, commented on the collaboration: “This collaboration further advances Accenture’s longstanding commitment to helping Best Buy achieve superior shopper and employee experiences, optimize costs and create growth. With a strong digital core and innovative generative AI solutions, Best Buy can tap the power of cloud, data and AI to do more efficiently what it does so well—take good care of its customers—and reach new levels of performance across the business.”

This partnership is a testament to Best Buy’s proactive approach in integrating AI to enhance both customer and employee experiences. By leveraging Google Cloud’s sophisticated AI tools and Accenture’s expertise, Best Buy is setting a new standard for retail customer service, showcasing how technology can facilitate more engaging and efficient interactions.