Digital Transformation Consulting

Best Buy faced significant challenges in humanizing the customer support experience amidst a rapidly evolving technological landscape. The electronics retail giant recognized that traditional customer service methods were failing to meet customer expectations, particularly as many companies had streamlined their service functions during and after the pandemic. This led to a disconnect between customer needs and the service provided, with customers feeling that their experiences were often impersonal and frustrating.

To address these issues, Best Buy implemented a tailored solution utilizing generative AI to enhance customer interactions. This approach involved redesigning customer journeys to better map real interactions and identify pain points where customers typically got stuck. By integrating AI-powered self-service tools, Best Buy aimed to create a more intuitive and responsive support experience. Additionally, human agents were equipped with real-time insights and intelligent recommendations, allowing them to engage in more relevant and dynamic conversations with customers.

The results of these initiatives were quantifiable and significant. Best Buy reported that the use of generative AI led to a marked improvement in customer satisfaction, with a notable increase in the speed and effectiveness of issue resolution. The company became 82% more likely to use generative AI to assist agents in resolving customer issues, and 87% more likely to implement technology that personalized digital channels. This proactive and personalized approach not only enhanced the customer experience but also positioned Best Buy as a leader in customer service within the electronics retail industry.