From Pymnts · PYMNTS · · 1m 20s
Best Buy AI Cuts Customer Handoffs
Best Buy uses AI to reduce customer transfers by 50% in weeks.
In brief
Best Buy uses AI to reduce customer transfers by 50% in weeks. Best Buy cut customer-service transfers by 1.5% to 2% and resolved 50% more calls without humans using AI tools. Originally reported by Pymnts.
Customer Handoffs Problem
A customer seeking help with a malfunctioning laptop might call Best Buy, explain the problem, get sent to a second department and explain it again.
AI Reduces Handoffs
Best Buy cut customer-service transfers by 1.5% to 2% and lifted the share of calls resolved without a human by more than 50%.
Industry Context
96% of contact-center leaders believe context survives an AI-to-human handoff, while 83% of consumers say they still have to repeat themselves.
AI Solution
Best Buy connected its customer records to knowledge bases including company policies, troubleshooting articles and product repair data for AI to work out needs.
Speed Improvements
Best Buy moved customer-care tools to a prompt-driven architecture compressing development timelines from 18 months to three to six weeks.
Data Analysis
Best Buy logs every voice and chat interaction for analysis to filter products with most support calls and tailor agent training.
Leadership Change
Best Buy CEO Corie Barry steps down as CEO on Oct. 31, and Jason Bonfig will succeed her as chief customer, product and fulfillment officer.
What to remember
Best Buy cut customer-service transfers by 1.5% to 2% and resolved 50% more calls without humans using AI tools.
