CONNECT WITH US
Fintech

Fintech

Best Buy Uses AI to Stop Passing Customers Around

PYMNTS – Fintech logo

Published on

Add as a preferred source on Google
Best Buy Uses AI to Stop Passing Customers Around

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. If the fix needs a repair, a third agent asks for the same details. Every handoff costs the customer time and costs the retailer another paid conversation.

Best Buy has used artificial intelligence (AI) to cut the number of those handoffs. Transfer rates fell by 1.5% to 2%, and the share of calls resolved without a human rose by more than 50%, the company said in a case study published by Google Cloud. The figures come from Best Buy and its technology vendor and have not been independently verified.

The fix lay in the plumbing. Best Buy connected its customer records to the knowledge bases its agents use, including company policies, troubleshooting articles and product repair data. With all of it in one place, the AI can work out what a caller needs and either fix it or send the call to the right person the first time.

The problem Best Buy attacked is common. Five9, a call-center software provider, found in a survey of 3,000 consumers and 600 contact-center leaders that 96% of leaders believe their organizations carry context through an AI-to-human handoff. But among consumers, 83% said they still have to repeat themselves at least some of the time after a transfer, CMSWire reported.

Best Buy’s answer is to front-load the diagnosis. The caller with the dead laptop describes the problem in plain words.


Source link
Related Topics:Fintech

Disclaimer

We strive to uphold the highest ethical standards in all of our reporting and coverage. We TheMorningPulse.fyi want to be transparent with our readers about any potential conflicts of interest that may arise in our work. It's possible that some of the investors we feature may have connections to other businesses, including competitors or companies we write about. However, we want to assure our readers that this will not have any impact on the integrity or impartiality of our reporting. We are committed to delivering accurate, unbiased news and information to our audience, and we will continue to uphold our ethics and principles in all of our work. Thank you for your trust and support.