BBY - Best Buy Google Cloud and Accenture Partner to Create a Better Customer Support Experience with Generative AI | Benzinga
Best Buy selects Google Cloud as its AI innovation and strategic partner for several of its key customer care initiatives
MINNEAPOLIS, April 9, 2024 /PRNewswire/ -- Cloud Next '24, LAS VEGAS -- Best Buy, Google Cloud, and Accenture today announced a new collaboration that will involve deploying generative AI (gen AI) to greatly improve the experience for Best Buy customers looking for support services.
By leveraging Google Cloud's generative AI technology, Best Buy is creating new and more convenient ways for customers to get the solutions they need. This work will provide customers a self-service option, allowing them to find solutions more independently and will also allow Best Buy customer service agents to better serve customers by providing them with new tools that make interactions more efficient and personalized.
It is anticipated that Best Buy's U.S. customers will be able to connect with a gen AI-powered virtual assistant for self-service support starting in late summer 2024. The assistant can help with things like troubleshooting product issues, rescheduling or combining order deliveries, or managing software, Geek Squad subscriptions and My Best Buy Memberships. Customers will be able to access all of these services while shopping on BestBuy.com, using the Best Buy mobile app, or calling the customer service line directly.
In the coming months, Best Buy will also launch new gen-AI enabled capabilities for customer care agents to use while interacting with a customer across various internal platforms. These tools are designed to help reduce the mental workload for agents, allowing them to better focus on personally connecting with the Best Buy customer. During interactions between an agent and customer, these ...