New Way Now: Best Buy is making its contact center more human with gen AI

𝗦𝘂𝗺𝗺𝗮𝗿𝘆: Ashley Daniels, vice president of product management for omnichannel and people technology at Best Buy, shares how Google Cloud helps the leading consumer electronics retailer use generative AI to create stronger connections with customers. With Contact Center AI, Best Buy can generate conversation summaries in real time, allowing contact center agents to give their full attention to understanding and supporting customers. 𝗖𝗵𝗮𝗹𝗹𝗲𝗻𝗴𝗲: Best Buy wanted to remove some of the mental burden on contact center agents, who juggle note-taking, summarizing calls, and navigating complex systems — all while trying to actively listen and talk to customers. 𝗦𝗼𝗹𝘂𝘁𝗶𝗼𝗻: Using Contact Center AI (CCAI), Best Buy implemented gen AI capabilities to automatically generate summaries for every customer interaction. Leveraging CCAI removes the need for contact center agents to juggle multiple tasks at once, allowing them to concentrate on meeting customers with empathy, understanding customer needs, and figuring out the best way to help. 𝗥𝗲𝘀𝘂𝗹𝘁𝘀: Now, customer contact agents can hone in on what customers truly need and resolve issues up to 90 seconds faster without wasting time or energy manually recording summaries. Plus, CCAI makes it easy to transform summaries into structured data to gain even deeper insights into customer needs, common issues, and points of friction that Best Buy can use to improve its business. 𝗜𝗻𝘁𝗲𝗿𝘃𝗶𝗲𝘄 𝗵𝗶𝗴𝗵𝗹𝗶𝗴𝗵𝘁𝘀 𝗮𝗻𝗱 𝗸𝗲𝘆 𝘁𝗮𝗸𝗲𝗮𝘄𝗮𝘆𝘀 𝗳𝗿𝗼𝗺 𝗔𝘀𝗵𝗹𝗲𝘆 𝗗𝗮𝗻𝗶𝗲𝗹𝘀, 𝗩𝗣 𝗼𝗳 𝗣𝗿𝗼𝗱𝘂𝗰𝘁 𝗠𝗮𝗻𝗮𝗴𝗲𝗺𝗲𝗻𝘁 𝗳𝗼𝗿 𝗢𝗺𝗻𝗶𝗰𝗵𝗮𝗻𝗻𝗲𝗹 𝗮𝗻𝗱 𝗣𝗲𝗼𝗽𝗹𝗲 𝗧𝗲𝗰𝗵𝗻𝗼𝗹𝗼𝗴𝘆, 𝗕𝗲𝘀𝘁 𝗕𝘂𝘆 → “We’re doing a lot with Contact Center AI — it’s at the core of our business. Back in the day, the contact center agent is taking notes and trying to figure out how to summarize while talking to you. Now, we’re actually auto-summarizing. It’s reducing contact by anywhere from 30 to 90 seconds, so you can imagine how impactful that is for the customer but also the cognitive load for the agent.” → “We’ve always needed people who have 20 plus years of experience to do the work around in-home repair. Leveraging AI, we built a parts prediction capability that tells you the exact percentage certainty that we have the part that the customer actually needs. We’re actually weaving it into the contact center agent’s experience, and it’ll get further embedded as we get deeper down with CCAI. We’ve allowed our most experienced folks to deal with our most complex challenges, which really gives them a lot of energy as well, so it allows us to position our talent a little differently.” → “Google is a great partner to place a bet on in this space. From a contact center perspective, we also loved that it was one set of capabilities that weave seamlessly together.” → “AI, at its core, has to deliver experiences that humans need and want and Google Cloud has been a really important partner in that for us. So, we’re delivering some very cool things that are making our employees’ lives better, making our customers’ lives better, and are good for the business as well.” 𝗚𝗼𝗼𝗴𝗹𝗲 𝗖𝗹𝗼𝘂𝗱 𝗽𝗿𝗼𝗱𝘂𝗰𝘁𝘀 𝘂𝘀𝗲𝗱: Contact Center AI 𝗟𝗲𝗮𝗿𝗻 𝗺𝗼𝗿𝗲: How Best Buy is using generative AI to create better customer experiences → Best Buy (BBY) Unites With Google Cloud for AI-Powered Service →