Best Buy customers can now access live tracking of product deliveries and in-home installation services.
Best Buy is among a growing list of retailers — Amazon and Walmart among them — that are using AI in some capacity to enhance the customer-facing side of the shopping experience.
“Our new live-delivery tracking experience removes the frustration so many of us have felt when we’re given a window of time to wait around at home for an appointment or a larger delivery to arrive,” Brian Tilzer, the company’s Chief Digital, Analytics and Technology Officer, said in a statement.
“We know our customers’ time is extremely valuable, and we’re proud to bring a level of convenience to technology delivery and installation that nobody is currently providing.”
Best Buy joins other retailers, like Target, that are also putting AI tech into employees’ hands to enhance customer support or supply chain operations. In April, the company announced a partnership with Google Cloud to introduce an AI-powered virtual assistant this summer.
The tool will allow customers to troubleshoot product issues, manage deliveries and manage their Best Buy memberships. AI will also be used to give customer service agents real-time recommendations.
In May, Best Buy said it was updating its mobile app to offer more personalisation, including personalised video content. And as part of a brand refresh announced in July, the retailer also leaned into personalisation features.
The initiative includes more in-store experiential spaces and a new hologram spokesperson. The company also plans to add more in-store staff in its computer, appliance and home theatre departments.
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