New Way Now: Best Buy is making its contact center more human with gen AI
๐ฆ๐๐บ๐บ๐ฎ๐ฟ๐: 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.
๐๐ต๐ฎ๐น๐น๐ฒ๐ป๐ด๐ฒ: Best Buy wanted to remove some of the mental burden on contact center agents, who juggle note-taking, summarizing calls, and navigating complex systems โ all while trying to actively listen and talk to customers.
๐ฆ๐ผ๐น๐๐๐ถ๐ผ๐ป: 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.
๐ฅ๐ฒ๐๐๐น๐๐: 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.
๐๐ป๐๐ฒ๐ฟ๐๐ถ๐ฒ๐ ๐ต๐ถ๐ด๐ต๐น๐ถ๐ด๐ต๐๐ ๐ฎ๐ป๐ฑ ๐ธ๐ฒ๐ ๐๐ฎ๐ธ๐ฒ๐ฎ๐๐ฎ๐๐ ๐ณ๐ฟ๐ผ๐บ ๐๐๐ต๐น๐ฒ๐ ๐๐ฎ๐ป๐ถ๐ฒ๐น๐, ๐ฉ๐ฃ ๐ผ๐ณ ๐ฃ๐ฟ๐ผ๐ฑ๐๐ฐ๐ ๐ ๐ฎ๐ป๐ฎ๐ด๐ฒ๐บ๐ฒ๐ป๐ ๐ณ๐ผ๐ฟ ๐ข๐บ๐ป๐ถ๐ฐ๐ต๐ฎ๐ป๐ป๐ฒ๐น ๐ฎ๐ป๐ฑ ๐ฃ๐ฒ๐ผ๐ฝ๐น๐ฒ ๐ง๐ฒ๐ฐ๐ต๐ป๐ผ๐น๐ผ๐ด๐, ๐๐ฒ๐๐ ๐๐๐
โ โWeโre doing a lot with Contact Center AI โ itโs 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, weโre actually auto-summarizing. Itโs 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.โ
โ โWeโve 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. Weโre actually weaving it into the contact center agentโs experience, and itโll get further embedded as we get deeper down with CCAI. Weโve 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.โ
โ โGoogle 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.โ
โ โAI, 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, weโre delivering some very cool things that are making our employeesโ lives better, making our customersโ lives better, and are good for the business as well.โ
๐๐ผ๐ผ๐ด๐น๐ฒ ๐๐น๐ผ๐๐ฑ ๐ฝ๐ฟ๐ผ๐ฑ๐๐ฐ๐๐ ๐๐๐ฒ๐ฑ: Contact Center AI
๐๐ฒ๐ฎ๐ฟ๐ป ๐บ๐ผ๐ฟ๐ฒ:
How Best Buy is using generative AI to create better customer experiences โ
Best Buy (BBY) Unites With Google Cloud for AI-Powered Service โ
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