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 technologies since Q2 2024, launching generative AI virtual assistants to improve customer support, including troubleshooting and order management, and partnering with Google Cloud and Accenture.
  • By Q3 2024, AI adoption expanded to logistics with AI-powered delivery tracking providing real-time updates on larger item deliveries and technician schedules, enhancing the customer experience; the retailer also began preparing to sell AI-enabled devices.
  • In 2025, Best Buy further advanced AI use cases by planning AI-powered search improvements for online shopping, incorporating agentic AI to optimize customer service and operational efficiencies, aiming to increase personalization and sales growth. Overall, AI adoption is increasing with a focus on improving customer experience and operational efficiency.

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5 AI Use Cases at Best Buy

Search Experience
2025
Customer Facing
Traditional
Generative
Agentic
Outcome
Best Buy is deploying AI-powered search enhancements on its website and app to provide customers with AI-generated prompts for more specific, conversational search queries, enhancing product discovery and customer confidence in purchase decisions. [1][2]
Operational Efficiency
2025
Traditional
Generative
Agentic
Outcome
Costs
By leveraging AI-driven customer insights and agentic AI systems, Best Buy enhances demand forecasting, optimizes staff deployment, and progresses on automating operational tasks to reduce costs and improve overall business agility. [1][2]
Personalized Shopping
2025
Customer Facing
Traditional
Generative
Agentic
Outcome
Revenue
AI tools are used to provide personalized product recommendations and tailored shopping experiences via Best Buy’s updated app and website, including dynamic pricing and optimized product placement based on customer insights. [1][2]
Delivery Tracking
2024
Customer Facing
Traditional
Generative
Agentic
Outcome
Best Buy launched an AI-powered delivery tracking system providing customers with minute-by-minute updates on large item deliveries and installation appointments, improving transparency and convenience in logistics management. [1][2]
Customer Support
2024
Customer Facing
Traditional
Generative
Agentic
Outcome
Best Buy employs generative AI virtual assistants across web, app, and phone channels to handle customer inquiries, troubleshoot product issues, manage orders, and reschedule deliveries, reducing reliance on human agents and improving service speed. [1][2]

Timeline

2025 Q4

1 updates

Best Buy marketed AI-themed DVDs, continuing the sale of entertainment products with artificial intelligence branding, signaling a consumer product extension but not core AI business growth.

2025 Q3

1 updates

Best Buy continued to offer AI-themed entertainment products, such as the "A.I. Artificial Intelligence" Blu-ray, indicating ongoing consumer interest in AI-related content, though this is unrelated to direct AI operations or customer engagement improvements.

2025 Q2

2 updates

Best Buy planned an AI-powered search enhancement on their online platforms, introducing AI prompts for more precise and natural conversational product searches, aiming to improve product discovery and increase customer confidence. The company also announced expansion plans for agentic AI applications in customer service, in-store, and operational efficiency to elevate the overall shopping journey.

2025 Q1

2 updates

AI applications expanded into operational efficiency with AI-driven customer insights enabling improved demand forecasting, product placement optimization, dynamic pricing, and enhanced customer support. Best Buy also promoted AI-enabled tablets as part of its product portfolio.

2024 Q4

1 updates

Best Buy joined other major retailers in leveraging generative AI for holiday shopper assistance by offering AI-based gift idea recommendations, enhancing the customer decision process during peak season.

2024 Q3

3 updates

AI use extended to delivery tracking with the rollout of an AI-powered system providing live, minute-by-minute updates for appliance deliveries and technician appointments, improving logistics transparency. Best Buy also launched updated app features with AI-driven personalized shopping experiences, while continuing to push AI-enabled tech devices.

2024 Q2

3 updates

Best Buy launched a generative AI strategy focused on customer support, including a virtual assistant that handles inquiries on multiple channels. Partnerships with Google Cloud and Accenture were established to deploy these AI tools. CEO Corie Barry highlighted preparations for selling AI-enabled personal tech. The integration of AI also correlated with a workforce reduction announcement, indicating cost restructuring.