Best Buy (BBY), Alphabet’s (GOOG) Google Cloud, and Accenture (ACN) announced a new collaboration that will involve deploying generative AI to improve the experience for Best Buy customers looking for support services. By leveraging Google Cloud’s generative AI technology, Best Buy is creating new ways for customers to get solutions. It is anticipated that Best Buy’s U.S. customers will be able to connect with a gen AI-powered virtual assistant for self-service support starting in late summer 2024. The assistant can help with things like troubleshooting product issues, rescheduling or combining order deliveries, or managing software, Geek Squad subscriptions and My Best Buy Memberships. In the coming months, Best Buy will also launch new gen-AI enabled capabilities for customer care agents to use while interacting with a customer across various internal platforms. Best Buy will work with Google Cloud and Accenture to develop an AI-driven assistant specifically for its front-line employees serving customers nationwide.
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