Best Buy has begun a staged launch of Ask Blue, a conversational shopping and support assistant. Incoming chief executive Jason Bonfig described it on the company's second-quarter earnings call. Ask Blue draws on product details, customer reviews, stock availability and pricing. It can compare products or check whether items work together. It also points shoppers to self-service options or hands them to a live support specialist. Bonfig currently serves as chief customer, product and fulfillment officer and takes over in the fall. Best Buy is also more than halfway through installing Meta Labs areas in large stores. Bonfig said appliance shoppers need clearer delivery, pricing and scheduling information.
What changed
Best Buy shoppers relied on site search, self-service pages and human support staff.
What it unlocks
Asking a Best Buy assistant to compare products or check compatibility in conversation.
- same-store sales up 4.1% year over year
- revenue $9.8 billion, up 3.6%
- 50 planned Meta Labs store spaces
- about 900 sq ft per Meta Labs space
What you need to act on it
- access to the phased rollout
Sources