Google Cloud’s Gemini CX suite puts brands in AI control
WASHINGTON, UNITED STATES — Google Cloud’s newly launched Gemini Enterprise for customer experience (CX) is set to transform how brands interact with customers, providing an AI platform that lets companies build autonomous shopping and service agents under a single interface.
According to a report from CX Dive, the tool aims to streamline customer interactions under a single interface while giving businesses full control over their data and brand identity.
Brands build autonomous AI shopping and support agents
Gemini Enterprise for CX enables companies to connect the entire customer journey—from product discovery to post-purchase—through AI-powered agents. These shopping agents can perform tasks on behalf of customers, such as adding items to carts or applying discounts.
Central to the platform is the Customer Experience Agent Studio, which enables businesses to build, test, and deploy AI agents capable of taking autonomous actions, such as applying credits to customer accounts.
Brands can upload chat transcripts and relevant documents and use a drag-and-drop interface to design workflows, ensuring their AI reflects the company’s personality.
“It’s built for their brand in their persona,” said Darshan Kantak, Vice President of Product, Applied AI at Google, during a virtual news conference.
“It works seamlessly and connects to the existing ecosystem, and most importantly, they own their data and control the customer relationships. Google is providing the engine. The brands own their signature experience,” he added.
AI supports human agents and enhances operations
The AI agents are designed to work alongside human staff, providing real-time guidance to accelerate issue resolution.
They can also run personalized simulations for staff onboarding, automatically score conversations, and track customer service trends to pinpoint common pain points.
Customer service agents and shopping agents communicate to maintain context across multiple interactions.
“By connecting directly with the shopping agent, we ensure continuous context across every channel,” Kantak said, emphasizing the platform’s ability to maintain a cohesive customer experience.
The launch signals a growing trend in outsourcing and customer support, where AI acts as both an assistant and a workflow optimizer.
Gemini Enterprise could revolutionize customer interaction management for service providers and retailers by combining human presence with automated efficiency, while giving brands the tools to control their AI experience.
The approach may also reduce reliance on external contact center services, allowing companies to maintain closer relationships with their customers while boosting operational speed and personalization.
