Best Buy Co., Inc. BBY Alphabet Inc.’s GOOGL Google Cloud, and Accenture Plc ACN have entered into a new collaboration to deploy generative AI (gen AI) to improve the experience for Best Buy customers.
Using Google Cloud’s generative AI technology, Best Buy plans to create new and more convenient ways for customers to get the solutions they need.
This will provide customers with a self-service option and Best Buy customer service agents with new tools to serve customers.
Best Buy’s U.S. customers are expected to be able to connect with a gen AI-powered virtual assistant for self-service support starting in late summer 2024.
In the coming months, Best Buy will also unveil new gen-AI enabled capabilities for customer care agents to use while interacting with customers across various internal platforms.
The tools will help recap the conversation, detect sentiment of the interaction, and provide agents with real-time, relevant and human-focused recommendations.
Best Buy will work with Google Cloud and Accenture to develop an AI-driven assistant specifically for its front-line employees serving customers nationwide.
“These new gen AI-powered capabilities further enhance our commitment to deliver better, more personalized experiences to our customers by unlocking the power of people,” said Brian Tilzer, Chief Digital Analytics and Technology Officer at Best Buy.
Price Action: BBY shares are trading higher by 1.55% at $81.38 on the last check Tuesday.
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