Google Cloud has launched Gemini Enterprise for Customer Experience, an agentic solution that aims to unify shopping and customer service operations within a single interface. The company said the platform is designed to connect the end-to-end customer journey, from discovery through post-purchase support, using artificial intelligence agents. Early adopters of the suite include Kroger, Lowe’s, Woolworths and Papa Johns, signaling an initial focus on large retailers and consumer brands testing the technology in real-world environments.
Gemini Enterprise for Customer Experience enables businesses to create shopping agents that can take action on behalf of customers, including adding items to a cart and applying discounts during the purchasing process. The suite also includes Customer Experience Agent Studio, a tool that is designed to help companies build, test and deploy artificial intelligence agents capable of autonomous actions such as applying credit to a customer’s account. According to Google, customer service agents and shopping agents are designed to communicate with each other to share historic information and maintain context when handling customer inquiries, which is intended to support more seamless experiences across channels.
Customer Experience Agent Studio is designed to give brands granular control over their artificial intelligence agents by allowing users to upload chat transcripts and relevant documents, then arrange workflows through a drag-and-drop interface. The artificial intelligence can work alongside human agents by delivering real-time contextual guidance that is meant to speed up issue resolution, while also running personalized simulations to onboard and upskill staff. Additionally, the technology can automatically score conversations and track trends in customer service inquiries to identify common pain points. Darshan Kantak, vice president of product, applied artificial intelligence at Google, emphasized that the resulting artificial intelligence experience is built around each brand’s persona and that companies own their data and customer relationships, with Google positioned as the engine powering these signature experiences.
