Best Buy cuts service transfers with AI support tools

PYMNTS reported that Best Buy has used artificial intelligence to reduce the number of times customers are transferred between departments. The company stated in a case study published by Google Cloud that transfer rates fell by 1.5% to 2%.

According to the company, the percentage of customer inquiries settled without the assistance of a person increased by more than 50%. Best Buy connected its customer records to knowledge bases, including policies and repair data, allowing the AI to identify needs and route calls accurately on the first attempt.

Maureen Spence, Best Buy’s senior director of product, explained that the objective was to extend the personalized assistance found in physical locations to online and telephone platforms. She added that reaching this target required a fundamental shift in the firm’s innovation process.

The retailer also shortened the development cycle for customer-care tools. Using Google Cloud’s CX Agent Studio, Best Buy cut traditional 18-month development periods to three to six weeks. All voice and chat interactions are logged in BigQuery for analysis, enabling teams to spot common support issues and adjust training for staff.

CEO Corie Barry steps down on Oct. 31, with Jason Bonfig succeeding her as chief customer, product and fulfillment officer, according to a company announcement in April.