Google Cloud has unveiled its new Conversational Commerce agent, an AI-powered solution on Vertex AI, designed to revolutionize product discovery for business-to-consumer (B2C) retailers. As artificial intelligence continues to reshape the retail sector, this innovation enables retailers to deliver personalized experiences, streamline operations, and accelerate revenue growth.
Albertsons Cos., one of the largest food and drug retailers in the United States, has become the first to adopt and launch the Conversational Commerce agent in market. By integrating this solution into its Ask AI tool, Albertsons is redefining how customers plan, shop, and discover groceries across its store banners, including Safeway, Vons, Jewel-Osco, Shaw’s, ACME, Tom Thumb, and Albertsons. With this AI-driven tool available in its apps, shoppers gain access to smarter baskets, tailored recommendations, and more intuitive shopping journeys.
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Jill Pavlovich, SVP of Digital Customer Experience at Albertsons Cos., emphasized the value of this collaboration, stating: “At Albertsons Cos., we are focused on giving our customers the best experience possible for when and how they choose to shop. By collaborating with Google Cloud to bring Conversational Commerce agent to market, we are providing our customers a solution that moves beyond traditional search to help them digitally shop across aisles, plan quick meal ideas, discover new products and even recommend unexpected items that pair well together. Our Ask AI tool provides personalized interaction and intuitive guidance that is transforming how our customers purchase groceries, ultimately making their experience more enjoyable and their lives a bit easier.”
This launch further strengthens the long-standing partnership between Google Cloud and Albertsons, with both companies working to leverage technology to modernize retail operations. Built on Vertex AI, the Conversational Commerce agent delivers an advanced digital shopping assistant capable of understanding shopper intent, engaging in real-time conversations, and offering relevant results.
The solution introduces several key features tailored for e-commerce:
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- Personalized Search and Discovery: Using Gemini AI, the agent refines searches based on preferences such as “sweet” versus “salty,” while encouraging customers to explore complementary products. Early data from Albertsons shows customers frequently add extra items when using Ask AI.
- Natural Multi-turn Conversations: Customers interact with the agent as if speaking naturally, refining choices and clarifying needs through guided prompts.
- Intelligent Answers: The agent delivers real-time product comparisons and clarifies ambiguous queries for more accurate outcomes.
- Safe, Reliable Information: Built-in guardrails ensure accuracy, with results grounded in high-quality product data.
- Higher Engagement: Retailers see stronger engagement and larger baskets, with Albertsons reporting that more than 85% of Ask AI conversions began with open-ended questions.
Highlighting the industry impact, Paul Tepfenhart, Global Director of Retail at Google Cloud, noted: “The future of retail is personal, predictive, and effortless, and AI is the key to unlocking it. Albertsons has been a phenomenal partner, helping us push the boundaries of what’s possible with AI. The grocer is already seeing powerful results with our new Conversational Agents for Commerce tool, and we’re excited to bring this innovation to the rest of the industry.”
With this launch, Google Cloud sets a new standard for AI-driven retail, showing how conversational AI can replicate the in-store personalized experience while driving higher customer satisfaction and stronger business results.
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