Best Buy plans to expand its use of agentic AI across key areas of its business, including customer service, in-store tools, and operational efficiency, CEO Corie Barry said on the company’s fiscal Q1 2026 earnings call.
Agentic AI refers to systems that can perform tasks independently, adapt to the latest information, and learn from interactions. Barry emphasized that Best Buy’s AI efforts aim to improve both customer experience and employee support.
“We’re leaning into agentic AI not just as a way to improve productivity, but as a way to solve real customer problems — quickly, meaningfully, and at scale,” Barry told investors. “It’s about creating more intuitive, responsive interactions across every touchpoint.”
A key area of focus is the company’s digital search functionality, which is being updated across BestBuy.com, its mobile app, and in-store digital platforms. The improvements include conversational search tools and intelligent filtering to make it easier for customers to find products. Best Buy is currently testing the feature and expects it to roll out more broadly before the 2025 holiday season.
On the operational side, Best Buy has introduced AI tools to its customer service centers, including updated interactive voice response (IVR) systems and conversational AI. Barry said these tools have led to lower customer contact costs and reduced call transfers, while also improving customer satisfaction.
Best Buy ranks No. 8 in the Top 2000. The database is Digital Commerce 360’s ranking of the largest North American online retailers by their annual ecommerce sales. Best Buy falls under the Consumer Electronics category.
How Best Buy is using agentic AI
“Our goal is to make every interaction feel effortless,” Barry said. “Agentic AI helps us meet that bar and then raise it.”
Best Buy is also applying AI to internal systems to support its workforce. In-store associates and Geek Squad technicians are using AI tools for product recommendations, diagnostics, and predictive service. That enables staff to identify and address issues before they escalate.
Barry said these tools are designed to help employees provide more efficient and effective service.
“It’s helping them build trust, solve problems faster, and deliver more value to the customer,” she said.
Best Buy is also using AI to streamline inventory management and fulfillment. A new shipping optimization engine uses real-time analytics to determine the most efficient delivery options. It bases its analysis on factors such as cost, location, and product availability. The company expects this will reduce fulfillment expenses and improve delivery times.
With more consumers purchasing AI-enabled products like smart home devices and wearable technology, Barry said Best Buy has a role to play in helping customers understand and use these tools.
“Agentic AI products are here, and we believe Best Buy will be where customers turn to learn how to use them, how to integrate them into their lives, and how to troubleshoot when something goes wrong,” Barry said.
The company’s investment in AI is part of a broader strategy that includes expanding its omnichannel approach and improving operational efficiency. Barry described agentic AI as a long-term priority for Best Buy, rather than a short-term initiative.
“It’s a strategic commitment to using intelligent systems to serve customers better, empower employees, and differentiate ourselves in the market,” she said.
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