At NRF 2026, Google Cloud unveiled Gemini Enterprise for Customer Experience (CX), a cutting-edge agentic solution designed to unify shopping and customer service on a single intelligent platform for businesses, including retailers and restaurants. The platform introduces prebuilt and configurable agents developed with Google’s latest Gemini models, allowing companies to deploy them in just days. Gemini Enterprise for CX empowers businesses to manage agents across the entire customer lifecycle, from initial product discovery to post-purchase support.
In today’s fast-paced market, customers expect frictionless shopping experiences and instant problem resolution. Traditional chatbots, however, often remain static and disconnected, forcing users to repeat information across websites, mobile apps, or call centers. Gemini Enterprise for CX addresses these challenges by acting as a proactive digital concierge, bridging the gap between shopping and support. Agents can now understand intent, execute multi-step tasks, and honor customer preferences and consent. Whether cross-referencing kitchen appliance specs or issuing real-time refunds, the platform maintains context across all interactions, ensuring seamless experiences and driving customer loyalty.
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“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.”
A key highlight, the Shopping agent, offers complex reasoning and multimodal interactions. For example, it can identify a shopper’s exact product needs like a specific velvet sofa size and durability filter options, cross-check room dimensions, and stay within budget. It also interprets images, videos, and voice inputs, adding items directly to the cart with customer consent. Retailers like Kroger, Lowe’s, and Woolworths are leveraging these capabilities to enhance personalized shopping journeys.
“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.”
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Additionally, Google Cloud introduced Customer Experience Agent Studio, enabling businesses to build, test, and deploy multimodal support agents at scale. These agents handle complex problem-solving, multilingual interactions, and real-time analysis, freeing human representatives for high-value tasks.
Restaurants benefit too: the Food Ordering agent supports omnichannel ordering for brands like Papa Johns, providing personalized upsells, menu management, and 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,” said Kevin Vasconi, Chief Digital and Technology Officer, Papa Johns.
Built with strict safety and compliance standards, Gemini Enterprise for CX ensures customer data privacy while turning high-friction interactions into seamless, revenue-driving opportunities.
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