Rudy Lai
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AI @ Best Buy

Major electronics retailer
Industry
Last updated
July 3, 2025 at 10:44 AM

Summary

  • Best Buy has progressively integrated AI-driven solutions starting in early 2024, focusing on customer support enhancements through generative AI virtual assistants, launched in partnership with Google and Accenture, improving troubleshooting, order management, and direct customer interaction.
  • By Q3 2024, Best Buy expanded AI adoption into logistics with AI-powered delivery tracking providing real-time updates, and prepared to boost sales through AI-enabled device offerings, with executives like CEO Corie Barry highlighting plans for AI-driven growth and internal operational efficiency.
  • In 2025, Best Buy advanced its AI strategy with planned rollouts of AI-powered online search enhancements to improve product discovery, increased use of agentic AI in customer service and store operations, aiming to transform the overall customer experience and operational productivity, continuing through mid-2025 with a focus on deepening AI integration.

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4 AI Use Cases at Best Buy

Product Discovery
2025
Customer Facing
Traditional
Generative
Agentic
Outcome
Best Buy is developing AI-powered search enhancements on its website and app to guide customers through natural conversational prompts and filtering, making product searches more relevant and easier, aimed at improving the online shopping experience. [1][2]
Operational Efficiency
2025
Traditional
Generative
Agentic
Outcome
Costs
Best Buy leverages agentic AI internally to improve customer service workflows, in-store tools, and operational processes, allowing autonomous planning and execution of tasks to optimize efficiency and reduce costs. [1]
Delivery Tracking
2024
Customer Facing
Traditional
Generative
Agentic
Outcome
Best Buy has implemented AI-powered delivery tracking systems that provide customers with minute-by-minute updates on shipments and technician arrivals, enhancing transparency and reducing uncertainty in logistics. [1][2]
Customer Support
2024
Customer Facing
Traditional
Generative
Agentic
Outcome
Best Buy employs generative AI virtual assistants to handle customer inquiries and troubleshooting across digital platforms and phone lines, enhancing speed and personalization of service while optimizing staffing. [1][2][3]

Timeline

2025 Q3

1 updates

Best Buy lists AI-themed entertainment products such as the 'A.I. Artificial Intelligence' Blu-ray, reflecting AI's cultural presence but no new business AI initiatives reported this quarter.

2025 Q2

2 updates

Best Buy announced plans to integrate AI more broadly in online shopping with AI-powered search to improve product discovery via natural language prompts, alongside expanding agentic AI use in customer service and operational efficiency as outlined by CEO Corrie Barry and digital leaders.

2025 Q1

1 updates

Case studies surfaced on Best Buy's AI adoption in personalized recommendations, dynamic pricing, and customer support, alongside benefits in demand forecasting and inventory management with AI-driven insights, signaling maturing AI capabilities in operations and CX.

2024 Q4: no updates

2024 Q3

2 updates

Best Buy introduced AI-powered delivery tracking offering minute-by-minute updates, enhancing logistics transparency for customers. Emphasis also placed on personalized tech experiences and employee training to promote AI-enabled device benefits. Plans to leverage AI to drive sales growth were highlighted.

2024 Q2

3 updates

Best Buy launched a generative AI virtual assistant for customer support in partnership with Google Cloud and Accenture, targeting issues like troubleshooting and order delivery management. CEO Corie Barry discussed readiness for AI-enabled product sales. Layoffs accompanied AI adoption for efficiency.