Best Buy, in collaboration with Google Cloud and Accenture, has announced plans to deploy generative AI (gen AI) to enhance customer support services and assist employees.

Starting in late summer 2024, Best Buy’s U.S. customers will have access to a gen AI-powered virtual assistant for self-service support on BestBuy.com, the Best Buy mobile app, and the customer service phone line. The assistant will help with tasks such as troubleshooting product issues, managing deliveries, and handling subscriptions and memberships.

In the coming months, Best Buy will also introduce gen AI-enabled capabilities for customer care agents to use during interactions with customers.

Additionally, Best Buy will work with Google Cloud and Accenture to develop an AI-driven assistant for front-line employees in stores nationwide. This assistant will be expected to provide solutions to support employees in finding internal company resources and accessing product guides to better serve customers.

Best Buy will utilize Google Cloud products, including Gemini models, Vertex AI, and Contact Center AI, to create and launch these AI capabilities.

[Image courtesy: Best Buy]