Best Buy is among a growing number of retailers, including Amazon and Walmart, that are utilizing AI to enhance the customer-facing aspects of the shopping experience.
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GLOBest Buy has introduced live tracking for product deliveries and in-home installation services, powered by AI technology, the retailer announced in a Thursday news release. The tracking feature is available for large items like big-screen TVs and refrigerators. On the day of delivery, once a driver begins their route, the app uses real-time traffic data to show the driver’s progress. When the customer’s house is next in line for delivery or installation, the tracking map will zoom into a street-level view, providing an up-to-the-minute estimated time of arrival. The app also sends a notification just before the driver arrives.
Best Buy is among a growing number of retailers, including Amazon and Walmart, that are utilizing AI to enhance the customer-facing aspects of the shopping experience.
“Our new live-delivery tracking feature eliminates the frustration many of us experience when waiting for a delivery or appointment within a vague time window,” said Brian Tilzer, Best Buy’s chief digital, analytics, and technology officer, in a statement. “We understand how valuable our customers’ time is, and we’re proud to offer a level of convenience in technology delivery and installation that’s unmatched in the industry.”
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Image: Best Buy
Best Buy is also joining other retailers, such as Target, in equipping employees with AI tools to improve customer support and supply chain operations. In April, Best Buy announced a partnership with Google Cloud to introduce an AI-powered virtual assistant, set to launch this summer. This tool will help customers troubleshoot product issues, manage deliveries, and oversee their Best Buy memberships. AI will also be employed to provide customer service agents with real-time recommendations.
In May, Best Buy revealed updates to its mobile app aimed at increasing personalization, including personalized video content. Additionally, as part of a brand refresh announced in July, the retailer has focused on enhancing personalization features. This initiative includes the introduction of more in-store experiential spaces and a new hologram spokesperson, as well as plans to increase staff in its computer, appliance, and home theater departments.
According to the U.S. Commerce Department, consumer electronics sales increased by 7.2% in July after a period of decline—a trend that had impacted Best Buy. “We’re observing more consumers trading down, making purchases out of necessity, and actively seeking value,” CEO Corie Barry noted during a June investors’ conference.
Barry added, “Consumers are gradually pulling back and making deliberate decisions based on the value and perceived value of the items they’re considering, much more slowly than any of us anticipated.”
Source: Best Buy
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