Cognizant brings agentic AI to retail with Google Cloud Gemini
NEW JERSEY, UNITED STATES — Cognizant launched Agentic Retail CX, a contact center platform built on Google Cloud’s Gemini Enterprise that pushes artificial intelligence (AI) into the front lines of retail customer service.
According to a press release, the New Jersey-based IT services firm is targeting a contact center market that Lucintel projects will expand more than 13% annually through 2031.
The launch lands as retailers scramble to translate stalled AI pilots into measurable returns, and it deepens a partnership that already earned Cognizant two Google Cloud Partner of the Year awards for 2026.
A bet on agentic AI at the point of friction
The new platform is among the first contact center solutions engineered specifically for agentic AI at enterprise scale, pairing Google’s Gemini models with Cognizant’s retail consulting bench.
Cognizant says the system delivers a 70% to 85% containment rate, handling routine queries through AI self-service while routing complex issues to human agents equipped with real-time recommendations.
The solution also drives proactive outreach on abandoned carts, promotions and feedback capture, areas where retailers historically leak revenue.
“Retail customers don’t need more channels, they need less friction, and the contact center is a moment of truth for a brand; a place where trust is either earned or lost,” said Ben Wiener, global head of Cognizant Moment.
The pitch directly addresses a Forbes finding that 81% of consumers prefer companies offering personalized experiences, raising the stakes for retailers stuck on legacy systems.
Ocado validates the pitch as Google ties grow
Early traction comes from Ocado Retail, the British online grocery operator, which has deployed Gemini Enterprise for CX to power conversational intelligence and real-time insights across its service operations.
The reference customer matters: grocery delivery runs on thin margins and high contact volumes, making it a demanding proving ground for any AI rollout.
Cognizant holds Diamond status, the top tier of Google Cloud’s partner program, and recently launched a dedicated Gemini Enterprise Practice with the cloud provider.
“This partnership demonstrates how Gemini Enterprise for CX, combined with Cognizant’s deep industry and AI expertise, can help retailers modernize their customer service,” said Victor Morales, vice president of global system integrators partnerships at Google Cloud.
The launch reflects a broader repositioning across the outsourcing industry, where firms including Accenture, Infosys and TCS are racing to bundle hyperscaler AI models with vertical expertise.
As enterprise clients demand outcomes over headcount, agentic AI offerings are emerging as the new battleground for United States services contracts.
