# Best Buy AI Cuts Customer Handoffs

> Best Buy uses AI to reduce customer transfers by 50% in weeks.
- Title: Best Buy AI Cuts Customer Handoffs · Pymnts | Shortify
- Summary: 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…
- Keywords: best buy, customer service, transfer rates, google cloud, geek squad, business, finance, Best, Buy, Cuts, Customer, Handoffs
- Source: Pymnts — https://pymnts.com/news/artificial-intelligence/2026/best-buy-uses-ai-to-stop-passing-customers-around
- Author: PYMNTS
- Published: 2026-09-24T23:27:14+00:00
- Read time: 1 min
- Topics: best buy, ai, customer service, transfer rates, google cloud, geek squad, business, finance
## 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.
## Key takeaway

Best Buy cut customer-service transfers by 1.5% to 2% and resolved 50% more calls without humans using AI tools.