Digital Transformation Consulting

Best Buy encountered niche issues related to providing a seamless, personalized customer support experience amid a rapidly changing retail landscape influenced by technological advancements and evolving consumer expectations. The company needed a solution that could streamline self-service support, handle complex customer inquiries efficiently, and enhance both customer and employee interactions in a highly competitive electronics retail industry.

To address these challenges, Best Buy partnered with Accenture and Google to develop and implement tailored generative AI solutions. They introduced a gen AI-powered virtual assistant accessible via BestBuy.com, the app, and customer support calls, capable of quickly troubleshooting product problems, managing orders and schedules, and handling subscriptions and memberships. Additionally, real-time AI tools equipped customer care agents to deliver faster, more relevant responses by assessing conversations, detecting sentiment, and offering guided recommendations. Routine tasks like navigating knowledge bases were automated, allowing agents to focus on understanding and empathizing with customers, thereby humanizing the support experience.

The results included significant improvements in support efficiency and personalization. The virtual assistant provided instant, self-service options, reducing wait times and increasing customer satisfaction. Meanwhile, agents experienced increased productivity and engagement due to AI-driven support tools, enabling faster problem resolution and a more humanized, empathetic service approach. This strategic use of AI not only optimized operational workflows but also aligned with Best Buy’s overall mission to enhance customer and employee experiences through innovative technology, positioning the retailer as a leader in personalized, tech-enabled customer service in the retail sector.