ASK BEST BUY (ABBY)

THE AI SELLING ASSISTANT

Virtual sales consultants currently rely on a multitude of tools, such as standard operating

procedures (SOPs), policies, the public internet, and a manager-moderated Teams chat, to

address customer inquiries during their shifts. This plethora of touchpoints often leads to

feelings of being overwhelmed, data fragmentation, and a loss of focus, ultimately diminishing

the customer experience. Agents face delays and inconsistencies when utilizing various

resources, and the valuable questions and answers exchanged are not recorded, analyzed, or

used for future interactions.

To address these challenges, Best Buy is developing an employee-facing generative AI Selling

Tool chat tool. It aims to provide instantaneous access to knowledge, supporting day-to-day

tasks and ensuring agents have access to a comprehensive product and knowledge database.

Initial tests with controlled field teams will assess the tool's performance and impact, guiding

key improvements and further validations of its potential business impact on employee

efficiency. Our goal is to enable sales agents to achieve expert-level proficiency, ensuring

consistent, brand-aligned information for customers and streamlining the sales process.