Google Cloud today unveiled Gemini Enterprise for Customer Experience (CX) at NRF 2026, an agentic AI solution that integrates shopping and customer service into a single intelligent interface for retailers, restaurants, and other businesses. Built on Google's latest Gemini models, it features prebuilt and configurable agents deployable in days, enabling proactive management across the full customer lifecycle—from product discovery to post-purchase support.
Quick Intel
Bridging Shopping and Service for Seamless Experiences
Traditional chatbots often force customers to restart conversations across channels, leading to frustration. Gemini Enterprise for CX addresses this by serving as a proactive digital concierge that maintains continuous context. Agents understand intent, execute multi-step tasks with customer consent, and handle complex scenarios—such as matching products to specific needs or resolving fulfillment issues with instant refunds—across websites, apps, and phone support.
New Shopping Agent with Advanced Capabilities
The Shopping agent goes beyond basic search by applying complex reasoning to interpret detailed requests, filter options accurately, and respect constraints like budget or dimensions. It supports multimodal interactions, processing images or voice inputs—for instance, analyzing a handwritten recipe to populate a cart with discounts applied. With consent, it can recommend based on history and availability, then add items or finalize purchases, driving convenience and conversion.
Businesses like Kroger, Lowe's, and Woolworths are leveraging these features. Lowe's enhances its Mylow advisor for personalized home improvement guidance, while Kroger focuses on meal solutions and Woolworths evolves its Olive assistant to anticipate needs and highlight relevant specials.
"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. "With Gemini Enterprise for Customer Experience, we are enhancing our AI-powered home improvement advisor, Mylow, to provide guidance personalized to a customer's home, their project, and where they live, bringing new levels of confidence to every decision."
"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. "We're inspiring our customers with meal and shopping solutions that feel truly personalized. Whether it's building a basket for dinner or planning for the week ahead, we're helping customers find the items they love, compare products, and deliver the value they expect, so there is more time for real connections made by sharing food."
"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. "As the first Australian retailer to partner with Google's agentic platform, we are evolving our digital shopping assistant Olive into an intuitive partner that won't just answer questions, but actually anticipates your needs—planning meals based on what you love and spotting the specials that matter to your budget. This is a practical innovation that's all about us doing the heavy lifting for you, making shopping that little bit easier to give you time back in your day."
Customer Experience Agent Studio for Scalable Support
Customer Experience Agent Studio enables businesses to create multimodal support agents that connect seamlessly with shopping capabilities. Agents perform active problem-solving across systems, deliver natural language support in over 40 languages with visual processing, provide real-time guidance to human agents, and offer auto-scoring for quality. AI-builds-AI features accelerate deployment from existing data.
Enhancing Restaurant Operations
The Food Ordering agent extends to restaurants with conversational AI across apps, websites, phone, kiosks, and drive-thrus. It handles orders, upsells contextually, and provides performance insights while simplifying menu updates. Papa Johns is deploying it to personalize interactions and regain industry leadership.
"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. "We're working together to personalize every interaction, simplify every decision, and remove friction within customer touchpoints, so that Papa Johns again becomes the technology leader in the pizza industry."
"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. "By bridging the gap between sales and service, businesses can deliver premium, personalized experiences from initial discovery to post-purchase support—driving the customer delight that scales long-term loyalty and value."
Gemini Enterprise for CX aligns with responsible AI principles, ensuring data privacy and compliance.
For more information on Gemini Enterprise for CX, check out this page.
About Google Cloud
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