Launching in late summer 2024, US customers will have access to a self-service option powered by a gen AI virtual assistant. Credit: Best Buy.

Electronics retailer Best Buy is partnering with Google Cloud and Accenture to implement generative artificial intelligence (gen AI) across its customer service channels.

This collaboration aims to personalise and streamline customer experience, while empowering Best Buy employees to better serve their clientele.

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Launching in late summer 2024, US customers will have access to a self-service option powered by a gen AI virtual assistant.

Accessible through BestBuy.com, the app, or the customer service line, this virtual assistant will help with troubleshooting product issues, managing deliveries and subscriptions, and even handling software and My Best Buy Membership concerns.

Empowering customer care agents

To enhance phone support interactions, Best Buy will equip its customer care agents with gen AI tools.

These tools will analyse conversations in real-time, offering agents relevant recommendations and summarising key points.

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Additionally, the AI will detect customer sentiment, allowing agents to tailor their approach. Data gathered from these interactions will be used to proactively address future customer issues and improve the customer experience.

A gen AI assistant is also being developed to provide in-store employees with quicker access to company resources and product guides, ultimately enabling them to assist customers more efficiently.

A strategic partnership

This initiative leverages Google Cloud’s Vertex AI platform and Gemini generative AI models, alongside Accenture’s expertise.

“These new gen AI-powered capabilities further enhance our commitment to deliver better, more personalised experiences to our customers by unlocking the power of people,” said Brian Tilzer, chief digital analytics and technology officer at Best Buy.

“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,” said Thomas Kurian, CEO, Google Cloud.

“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.”