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Best Buy is giving its customer assistance an AI boost – but with a human touch

Best Buy is taking the plunge and incorporating AI-powered shopping tools for its customers, announcing today on its website that it’s partnered with Google Cloud and the consulting firm Accenture to bring users AI-powered customer assistance. The retailer claims that this move will enable it to give customers “even more personalized, best-in-class tech support experiences.”

Customers can expect a self-service support option when they visit and shop on BestBuy.com, when using Best Buy’s app, or when they call Best Buy’s customer support line (presumably through a conventional automated selection system). When customers make use of one of these, they’ll be able to interact with Best Buy’s new AI-powered virtual assistant, which it expects to debut in late summer 2024. 

These new customer support tools are part of Best Buy’s efforts to offer customers the most tech-forward ways of getting the assistance they need, expanding that it’s making use of Google Cloud’s AI capabilities, including Vertex AI (a Google Cloud machine learning platform), and Google’s new Gemini generative AI models. 

(Image credit: Shutterstock/Icatnews)

What the generative AI will help Best Buy do


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