Singapore – Google Cloud has announced the launch of Gemini Enterprise for Customer Experience at NRF 2026, introducing an agent-based platform designed to bring digital shopping and customer service together within a single intelligent environment.
Aimed at retailers, restaurants and consumer-facing businesses, the solution uses Google’s latest Gemini models to enable the rapid deployment of configurable AI agents that support the entire customer journey, from product discovery to post-purchase support.
The platform addresses limitations of traditional shopping and service tools, which often operate in silos and require customers to repeat information across channels.
Gemini Enterprise for Customer Experience is designed to maintain context across web, mobile and voice interactions, allowing businesses to deliver more consistent and efficient engagement while reducing friction for customers.
“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,” Darshan Kantak, vice president of Applied AI at Google Cloud, stated.
“By bridging the gap between sales and service, businesses can deliver premium, personalised experiences from initial discovery to post-purchase support—driving the customer delight that scales long-term loyalty and value.”
At the core of the offering is a new Shopping agent that connects conversational interfaces directly to backend systems. The agent is designed to manage complex requests, interpret constraints such as budget, size or product specifications, and carry out approved actions on a customer’s behalf.
It supports multimodal inputs, including images, voice and video, enabling tasks such as adding items to baskets, applying discounts and completing transactions. Retailers, including Kroger, Lowe’s and Woolworths, are expected to adopt these capabilities to personalise interactions across the purchasing lifecycle.
“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,” Amanda Bardwell, chief executive officer and managing director at Woolworths Group, commented.
“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.”
Gemini Enterprise for Customer Experience also includes Customer Experience Agent Studio, a tool that allows organisations to build, test and deploy personalised support agents at scale. Integrated with the Shopping agent, the studio ensures customer service interactions are informed by prior activity and intent. It supports automated issue resolution, multilingual and multimodal assistance, real-time guidance for human agents, and analytics designed to identify service trends and improve quality assurance.
The platform has been extended to the restaurant sector through an enhanced Food Ordering agent, which enables conversational ordering across mobile applications, websites, telephone systems, kiosks and in-vehicle interfaces.
Papa Johns is the first organisation to deploy these omnichannel capabilities, using the technology to manage ordering, promotions and menu updates while generating operational insights.
“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,” Kevin Vasconi, chief digital and technology officer at Papa Johns, shared.
“We’re working together to personalise every interaction, simplify every decision, and remove friction within customer touchpoints, so that Papa Johns again becomes the technology leader in the pizza industry.”
Gemini Enterprise for Customer Experience has been developed in line with Google Cloud’s approach to responsible AI, incorporating security, governance and compliance controls.
Customer data is not used for model training, and safeguards are in place to ensure agents operate within defined legal and brand parameters. Through this launch, Google Cloud aims to help organisations simplify operations, improve customer experience and turn complex interactions into more seamless digital journeys.
