New Way Now: Best Buy builds empathetic AI Customer Care with Gemini and Google Cloud Consulting

*Featured in this video:* Maureen Spence, Senior Director of Product at Best Buy

*Executive summary:* Learn how Best Buy, a leading consumer electronics retailer, partnered with Google Cloud Consulting to transform customer support by blending cutting-edge technology with empathetic care. Maureen Spence, Senior Director of Product at Best Buy, explains how they solved the challenge of meeting the growing demand for digital self-service options while keeping operations current with a rapidly evolving product roadmap. By using Gemini Enterprise for customer experience, BigQuery, and advanced Google transcription, Best Buy built an intelligent support system that empowers agents and provides highly responsive, self-service entry points. This partnership with Google Cloud Consulting has enabled Best Buy to achieve a staggering 50% increase in customer containment and lower call volumes, establishing a new way to delight customers.

*Challenge:* With technology integrated into daily lives, customer service inquiries are increasingly complex. Best Buy wanted to provide seamless, high-quality self-service support options for customers who prefer to resolve problems themselves rather than calling a traditional call center, while keeping customer care operations current with their roadmap.

*Solution:* Partnering with Google Cloud Consulting, Best Buy deployed Gemini Enterprise for customer experience, Google transcription capabilities, and advanced agent workbench tools. They integrated BigQuery to analyze the direct "voice of the customer," giving the enterprise data-driven insights into top call drivers and areas where customer journeys could be improved.

*Results:* The implementation has delivered immediate results, including a 50%+ increase in self-service customer containment. By utilizing empathetic AI that resonates well with users, Best Buy is successfully resolving issues before they require an agent, resulting in happier customers and a new way to delight their community.

*Key takeaways and highlights from our interview with Maureen Spence, Senior Director of Product at Best Buy:*

→ “Technology is becoming more and more integrated into customers lives, and we really believe in bringing not only the product, but the services that allow them to use the product so that folks get the most out of their investment...”

→ “When customers reach out to our customer care, it's in a moment where they need our support and help, and a lot of customers, they actually want to serve themselves... How we enable that for them through technology and resolve their problems in a meaningful way [was a primary objective].”

→ “The primary tool that we are using is Gemini Enterprise for customer experience. We also use Google transcription capabilities, and we're also using some of the agent tools in our support workbench...”

→ “We can use that data out of BigQuery and get insights on our top call drivers, so we can feed the enterprise with that information and resolve those experiences... results in happier customers and therefore less calls into our call center...”

→ “We’re seeing more than a 50% increase in the containment. The AI is actually empathetic, and we see that customers are engaging really well... Google Cloud Consulting has given us the opportunity to understand how our customers are engaging...”

*Learn more:*
→ Best Buy and Google Cloud https://cloud.google.com/customers/bestbuy-ai?e=48754805&hl=en&utm_source=gemini