Batteries Plus Unveils AI Tools to Enhance Customer Experience
Batteries Plus, renowned as the nation’s leading battery and power solutions service center, has recently announced an exciting development in its quest to optimize customer service and operational efficiency: the introduction of three groundbreaking artificial intelligence tools. This strategic move aims to tackle a longstanding challenge faced by the retailer—the frequent interruption of device repair work by incoming phone calls, which often go unanswered when employees are engaged with customers.
The Challenge at Hand
With more than 700 stores across the country fielding an average of 30 calls daily, missed calls have been a consistent thorn in the side for Batteries Plus. According to Jon Sica, the company’s president, when associates are busy repairing devices, they cannot step away to answer incoming calls. “This isn’t indifference; it’s a matter of prioritizing face-to-face customer service,” he explains. By implementing AI solutions, Batteries Plus aims not only to capture missed sales opportunities but also to enhance the attention that associates can devote to in-store customers. Sica believes this shift could translate into a multimillion-dollar boost for the company.
Introducing Edison: The AI Voice Assistant
The centerpiece of this initiative is Edison, an AI voice assistant developed in collaboration with Synthflow. Designed to handle incoming store calls in both English and Spanish, Edison is programmed to answer common inquiries—including store hours, directions, and product and service information—without requiring human intervention. One of the standout features of Edison is its ability to intercept spam calls early, allowing associates to focus on genuine customer inquiries.
Edison also employs sophisticated keyword recognition technology, which enables it to escalate certain calls to a human employee if specific phrases or needs arise during the conversation. Angela Geib-Boland, Batteries Plus’s vice president of technology and strategy, acknowledges the frustration customers often experience with poorly designed voice assistants. With Edison, the aim is to provide a smoother, more intuitive customer experience.
Companion AI Tools: Wattson and Savannah
In addition to Edison, Batteries Plus has rolled out two companion AI tools: Wattson and Savannah, adding layers of functionality aimed at driving growth and enhancing the in-store customer experience.
Wattson, linked to the company’s point-of-sale system, accelerates the search for products by streamlining the process. Previously, customers or associates would have to navigate through a series of detailed questions about automotive battery specifications. Wattson simplifies this by prioritizing only the questions that affect outcomes, making the search process not just quicker but also more efficient. The tool has already launched for automotive batteries, with plans to expand into other product categories by the end of the year.
Savannah takes on a different role altogether, focusing on franchise development. Prospective franchise owners can call in for information about opportunities, and at the end of each call, they receive a follow-up email containing a comprehensive company overview, a franchise application, and a scheduled discovery call. This ensures that when a franchise development team member gets on the call, they are conversing with a candidate already briefed on the franchise model, streamlining the entire recruitment process.
A Thoughtful Approach to AI Implementation
CEO Scott Williams emphasizes that the rollout of these AI tools is not just a move to adopt technology for its own sake. “This isn’t about jumping on the AI bandwagon; it’s about developing tools that genuinely enhance our business model,” he asserts. By combining in-house resources with vendor expertise and consulting input, Batteries Plus has crafted solutions tailored to both corporate needs and in-store realities.
With deployments already in progress, full implementation of these tools is anticipated by the end of September, positioning Batteries Plus as a pioneer in integrating artificial intelligence into the specialty retail space.
The Future Looks Bright
As Batteries Plus continues to navigate the complexities of retail, these AI tools could very well represent a turning point in how the company interacts with customers—both in-store and over the phone. By blending cutting-edge technology with customer service, Batteries Plus is setting a high standard for the future of retail, ensuring that every customer encounter, whether in person or through a voice assistant, is as seamless and engaging as possible.
