Best Buy Expands Partnership with Google Cloud for AI-Powered Customer Service Tools
The future of customer service is here, and Best Buy is leading the way with its partnership with Google Cloud and Accenture to leverage generative AI technology for new customer service tools. This exciting collaboration will not only enhance the shopper experience but also empower Best Buy’s frontline associates with AI-powered tools.
One of the key highlights of this partnership is the introduction of a gen AI-powered virtual assistant that will assist customers with various tasks such as troubleshooting product issues, managing subscriptions, and handling order deliveries. This self-service tool will be available on BestBuy.com, the Best Buy mobile app, and the customer service line, making it easier for customers to get the help they need.
In addition to the customer-facing tool, Best Buy, Google Cloud, and Accenture are also developing AI-enabled capabilities for customer care agents. These tools will help reduce the mental workload for agents by providing real-time recommendations, detecting sentiment during interactions, and recapping conversations. This will allow agents to focus on building personal connections with customers, ultimately enhancing the overall customer experience.
Furthermore, Best Buy is working on developing an AI-driven assistant specifically for its frontline employees. This assistant will provide support to employees in stores by helping them find internal resources and product guides, enabling them to better serve customers.
Overall, this collaboration between Best Buy, Google Cloud, and Accenture is set to revolutionize the way customer service is delivered. By leveraging the power of generative AI technology, Best Buy is committed to providing better, more personalized experiences to its customers while making the jobs of its employees easier. With a strong digital core and innovative AI solutions, Best Buy is poised to reach new levels of performance across the business and continue to take good care of its customers.
