Best Buy turns to generative AI

US retailer Best Buy is partnering with Google Cloud and Accenture to use generative AI to improve customer experience

Updates will include giving customers a self-service support option when they shop on BestBuy.com, through their app, or by calling its customer support line directly.

The new option will alsoallow Best Buy’s US customers to get help from a gen AI-powered virtual assistant. This assistant will help customers quickly troubleshoot product issues, make changes to their order delivery and scheduling, and even manage their software and Geek Squad subscriptions, and My Best Buy Memberships.

The AI tools will help care agents assess customer conversations in real-time, providing them with in-the-moment, relevant and human-focused recommendations. At the same time, the tools will summarise conversations, detect sentiment and utilise data from the call to reduce the likelihood a similar issue will occur in the future.