What was the impact of the AI solution?

Accelerated production cycles and feature rollouts reducing time-to-market. Enhanced customer satisfaction and trust by improving product review digestibility and AI-driven Q&A. Increased revenue generation by delivering personalized and interactive experiences.

Source

GCP

Best Buy enhances online shopping with generative AI and Vertex AI

Use case typeConversational supportUpdated Jun 13, 2026

Best Buy transformed its online shopping experience using Google Cloud AI technologies. Implemented a Gift Finder tool using Vertex AI that acts as a human-like shopping assistant personalized to customer preferences. Leveraged generative AI (Gemini large language models) to summarize product reviews and answer customer product queries. Used a hybrid deployment of Google Cloud AI services and in-house solutions for real-time personalization. Achieved greater customer trust, satisfaction, and revenue optimization through accelerated production and feature deployment.

Organization: Best Buy
Industry: Retail
Location: United States

Reported outcomes

Strategic outcomes

New product / capabilityLaunched AI gift finder and review summarizerNew product / capabilityAdded AI-powered product Q&A capabilitiesCustomer experience & trustImproved customer satisfaction and trustSpeed & agilityAccelerated production and feature rollouts

Primary read

Use case focus

Showing 3 of 4

1Generative AI
2Real-time personalization
3Conversational AI

Need to improve online shopping engagement and support customer decision-making with personalized recommendations and information.

Deployed Vertex AI and Gemini large language models to build a generative AI gift finder and review summarizer.
Combined generative AI with in-house solutions, enabling cost-efficient, real-time, and scalable features.
Utilized product manuals and vendor data as sources for AI-powered Q&A capabilities.

Technologies

Vertex AI Gemini

Accelerated production cycles and feature rollouts reducing time-to-market.
Enhanced customer satisfaction and trust by improving product review digestibility and AI-driven Q&A.
Increased revenue generation by delivering personalized and interactive experiences.

Sources & evidence1

Groundedness: 5/5

Primary source

AI-generated summary. Verify important details with the linked sources before relying on this case.

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Customer evidence