Best Buy (NYSE: BBY), Google Cloud (NASDAQ: GOOG), and Accenture (NYSE: ACN) have announced a groundbreaking collaboration aimed at integrating generative artificial intelligence (gen AI) to enhance Best Buy’s customer support services. Leveraging Google Cloud’s gen AI technology, Best Buy is pioneering new and more convenient ways for customers to access the solutions they need, introducing self-service capabilities for enhanced customer experiences.
Empowering Customers with AI Assistance
Starting from the end of summer 2024, Best Buy customers in the U.S. will have access to a virtual AI-powered assistant for self-service. This assistant will assist with product troubleshooting, order rescheduling or consolidation, and software management. Customers can access these services through BestBuy.com, the Best Buy mobile app, or by directly contacting customer support.
Enhancing Employee Support with AI
In addition to customer-facing tools, Best Buy will collaborate with Google Cloud and Accenture to develop an AI-driven assistant tailored specifically for its employees across the country. This assistant aims to provide a wide range of solutions to support store employees, including internal resource search and product-specific guidance, enhancing the overall customer service experience at Best Buy.
Strengthening Commitment to Innovation
This collaboration further solidifies Accenture’s longstanding commitment to helping Best Buy improve customer and employee service quality, optimize costs, and foster growth. With a robust digital core and innovative AI solutions, Best Buy can leverage cloud technology, data, and AI capabilities to enhance customer care and achieve new levels of performance across its business operations.
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