Accenture partners with Best Buy, Google Cloud to boost CX
MINNEAPOLIS and LAS VEGAS, UNITED STATES — Best Buy, Google Cloud, and Accenture have formed a strategic partnership to revolutionize customer support using generative artificial intelligence (GenAI).
The collaboration aims to provide Best Buy customers with better options and empower service agents with AI-driven tools for efficient and personalized interactions.
Best Buy will leverage Google Cloud’s GenAI technology to create new channels for customers to find solutions independently.
Additionally, the company will equip its customer service staff with AI assistants that can quickly retrieve relevant information, streamlining the support process.
The partnership extends beyond customer care, with plans to develop an AI assistant for Best Buy’s front-line employees.
This tool will provide access to internal resources, product guides, and other information to assist customers in stores better.
“With Google and Accenture, we can tailor these innovations to serve our customers uniquely and make our employees’ jobs easier,” said Brian Tilzer, Best Buy’s Chief Digital Officer.
“With a strong digital core and innovative generative AI solutions, Best Buy can tap the power of cloud, data and AI to do more efficiently what it does so well—take good care of its customers—and reach new levels of performance across the business,” said Julie Sweet, chair and CEO, Accenture.
Best Buy customers are expected to be served by GenAI-powered virtual assistants by late 2024.
The assistant can help customers with various matters, including troubleshooting product issues, rescheduling or combining order deliveries, or managing software, Geek Squad subscriptions, and My Best Buy Memberships
Accenture ranked #1 in the OA500 2024, an objective index of the world’s top 500 outsourcing companies. This is the second year the company clinched the index’s top spot.
