Best Buy has significantly reduced its workforce, including Geek Squad members, and announced a new artificial intelligence initiative to improve customer service.
Main Points:
- Best Buy has laid off several employees, including home-theater repair technicians and phone support specialists, as part of a larger restructuring plan due to decreased business demand.
- The company’s new AI venture, in collaboration with Google Cloud and Accenture, aims to provide personalized tech support through AI-powered virtual assistants starting summer 2024.
- The restructuring includes plans to revamp Geek Squad, making it more efficient and integrating it into Best Buy Health for in-home medical technology services.
Summary:
Best Buy, the consumer electronics giant, has recently enacted significant layoffs as part of a strategic restructuring plan announced by CEO Corie Barry. This plan is in response to ongoing sales declines and aims to stabilize the company’s financial performance. Among those affected are various members of the Geek Squad, specifically field agents and support staff, which underscores the company’s shift in focus towards optimizing operational efficiencies.
In conjunction with workforce reductions, Best Buy has revealed an ambitious new venture into artificial intelligence. This initiative, created alongside Google Cloud and Accenture, is designed to enhance customer interactions by introducing AI-powered virtual assistants. These assistants will support a range of customer service functions, including troubleshooting and managing product delivery details. Slated to launch in the summer of 2024, this AI integration marks a significant pivot towards digital customer service solutions. Furthermore, the company is also realigning its Geek Squad services to align more closely with business-to-business operations and Best Buy Health, highlighting a strategic redirection towards emerging technology markets and healthcare solutions.
Source: Best Buy cuts workforce, including Geek Squad, looks to AI for customer service
Keep up to date on the latest AI news and tools by subscribing to our weekly newsletter, or following up on Twitter and Facebook.
