Best Buy has integrated artificial intelligence into its customer service operations to reduce call transfers and improve resolution rates. According to a case study published by Google Cloud, the retailer achieved a reduction in transfer rates by 1.5% to 2% and increased the share of calls resolved without human intervention by more than 50%.
The system utilizes Google’s Gemini Flash voice model to diagnose customer issues and Generative Knowledge Assist to provide agents with real-time troubleshooting data. By connecting customer records with internal knowledge bases, the company aims to ensure that inquiries are routed to the correct department on the first attempt.
The transition to a prompt-driven architecture using Google Cloud’s CX Agent Studio has accelerated the deployment of new customer-care tools. Development timelines that previously spanned 18 months have been reduced to a period of three to six weeks, allowing for faster iteration and implementation.
All voice and chat interactions are logged in BigQuery for analysis, helping managers identify products with high support volumes and tailor training for human staff. CEO Corie Barry noted that these improvements have led to record-low costs per customer contact and increased customer satisfaction levels.
The company maintains a dual approach, keeping human agents available alongside AI tools. Jason Bonfig is set to succeed Corie Barry as CEO on October 31, continuing the company's strategy of utilizing agentic AI for diagnostics and predictive service across its digital and voice channels.
