Google launches Gemini CX AI to unite retail journeys

Google Cloud has launched Gemini Enterprise for Customer Experience, a platform that combines shopping and customer service functions in a single interface and uses multiple AI agents across the customer journey.

The company said the product targets retailers and restaurants. It includes prebuilt and configurable agents built on Google's Gemini models. Google Cloud said businesses can deploy the agents in days.

Gemini Enterprise for Customer Experience sits across customer interactions from product discovery to post-purchase support. Google Cloud said the system keeps context as a customer moves between channels such as a website, a mobile app, and phone support.

Google Cloud positioned the launch as a response to limitations it sees in existing chatbots. The company said many shopping and service bots operate as separate systems. It also said customers often repeat information when they switch channels.

Darshan Kantak, Vice President, Applied AI, Google Cloud, said the product links sales and service interactions and uses a company's data alongside Google Cloud systems.

"With Gemini Enterprise for Customer Experience, we are combining the best of Google Cloud's AI and infrastructure with a business's own institutional intelligence to power a truly agentic commerce journey," said Darshan Kantak, Vice President, Applied AI, Google Cloud.

Shopping Agent

Gemini Enterprise for Customer Experience includes a Shopping agent that connects front-end interfaces such as chat and voice with back-end tools, according to Google Cloud. The company said the agent handles more complex tasks than a conventional chatbot.

Google Cloud said the Shopping agent uses "complex reasoning" to interpret requests and narrow down product options. The company also said it can take inputs in different formats. These include images, video, and voice.

The company said the Shopping agent can take actions after a customer gives consent. It listed actions such as adding items to a basket and proceeding to checkout. It also described use of past shopping history, local store context, and real-time availability.

Google Cloud said Kroger, Lowe's, and Woolworths plan to use these features across shopping journeys.

Seemantini Godbole, chief digital and information officer, Lowe's, said the retailer plans to extend its existing digital assistant.

"Home improvement is inherently complex, so we're using AI to simplify and personalize the experience," said Seemantini Godbole, chief digital and information officer, Lowe's.

Yael Cosset, executive vice president and chief digital officer, Kroger, said the grocer will combine its own domain knowledge with Google Cloud's platform.

"By bringing together Kroger's long-standing food expertise and Google Cloud's agentic platform capabilities, we're creating a simplified shopping experience for our customers that fits into their day," said Yael Cosset, executive vice president and chief digital officer, Kroger.

Woolworths Pilot

Woolworths said it will use the platform to update its digital shopping assistant, Olive. The retailer said Olive will move beyond answering questions and operate as a more proactive tool for shoppers.

Amanda Bardwell, Chief Executive Officer and Managing Director - Woolworths Group, said Woolworths is the first Australian retailer to partner with the platform.

"Google Cloud's Gemini Enterprise for Customer Experience is a global game changer for retail," said Amanda Bardwell, Chief Executive Officer and Managing Director - Woolworths Group.

Agent Studio

Google Cloud also introduced Customer Experience Agent Studio as part of Gemini Enterprise for Customer Experience. The company said it lets businesses build, test, and deploy multimodal support agents. Google Cloud said Agent Studio connects with the Shopping agent and uses historical context from previous interactions.

In one example, Google Cloud said Kroger uses Agent Studio to analyse store phone calls and identify customer intent. The company said this can flag issues earlier and route them for resolution. Google Cloud also linked the approach to staff productivity and changes in service consistency across stores.

Google Cloud described additional agent functions in areas such as automated problem solving across internal systems, multilingual support across channels, and real-time guidance for human service staff. It also described tools for analysis and quality assurance. These included natural-language prompts that query service trends and automated scoring of customer conversations.

The company said businesses can create agents from existing chat transcripts and documents. It also described a visual workflow builder based on drag-and-drop tools.

Restaurant Ordering

Gemini Enterprise for Customer Experience also includes an updated Food Ordering agent. Google Cloud said it builds on existing work in drive-through ordering. It said the agent supports interactions across mobile apps, websites, telephone, kiosks, and in-car systems.

Papa Johns is the first customer that Google Cloud identified for the omnichannel ordering features. Google Cloud said the agent can take orders and suggest add-ons using menu context. It also said the system searches for deals for the customer.

Google Cloud also described operational features for restaurant groups. It said the agent can provide insights into performance data. It also said the system can push menu and pricing updates across locations without manual work.

Kevin Vasconi, chief digital and technology officer, Papa Johns, said the company plans to use the system to change how customers interact with the brand.

"Our partnership with Google Cloud is helping Papa Johns harness the power of AI to bring back the feeling of 'being known' to the pizza ordering experience," said Kevin Vasconi, chief digital and technology officer, Papa Johns.

Google Cloud said Gemini Enterprise for Customer Experience includes safety and compliance measures. It said customer data is not used for model training. It also said the system includes mechanisms that apply brand policies and legal requirements.