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Best Buy to Tap AI for Customer Support Amid Geek Squad Layoffs | Can AI best human-led customer service? The retailer is partnering with Google to use its Gemini models to develop a self-service customer support agent
Can AI best human-led customer service? The retailer is partnering with Google to use its Gemini models to develop a self-service customer support agent.
In a post on Google's blog, a Best Buy executive adds that the upcoming customer support service will act as a "gen AI-powered virtual assistant," suggesting it'll be similar to interacting with Gemini or OpenAI's ChatGPT. "The assistant can help with things like troubleshooting product issues, rescheduling or combining order deliveries, or managing software, Geek Squad subscriptions and My Best Buy Memberships," the company says. "As we said during our earnings call in February, we’re taking steps to make sure our resources are balanced and directed to the right strategic areas so we can drive efficiency in our business and put ourselves in the best position for the future," it adds.
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