At NRF 2026, Google Cloud launches Gemini Enterprise for CX, uniting shopping and customer service with agentic AI for retailers and restaurants.
At NRF 2026, Google Cloud unveiled Gemini Enterprise for Customer Experience (CX), a new agentic AI solution designed to unify shopping and customer service into a single, intelligent interface for businesses, including retailers and restaurants.
Built on Google’s latest Gemini models, the platform introduces prebuilt and configurable AI agents that can be deployed in days, not months. Gemini Enterprise for CX is designed to manage customer interactions across the full lifecycle—from product discovery to post-purchase support—addressing a longstanding pain point in digital commerce: fragmented, context-losing customer journeys.
Today’s shoppers expect seamless transitions and instant resolution, yet traditional chatbots often operate in silos, forcing customers to repeat information across websites, apps, and call centers. Google Cloud’s new offering positions itself as a proactive digital concierge, maintaining continuous context across touchpoints while executing complex, consent-based actions on a customer’s behalf.
“With Gemini Enterprise for Customer Experience, we’re combining the best of Google Cloud’s AI with a business’s own institutional intelligence to power a truly agentic commerce journey,” said Darshan Kantak, vice president of Applied AI at Google Cloud. “By bridging sales and service, businesses can deliver premium, personalized experiences that scale loyalty and long-term value.”
Also Read: Human-in-the-Loop Isn’t a Crutch. It’s the Safety Net.
A Smarter Shopping Agent
At the core of the platform is a new Shopping agent that goes beyond traditional chatbots by connecting front-end interfaces—such as chat, voice, and image input—directly with backend systems.
The agent uses advanced reasoning to handle complex requests, interpreting intent and constraints rather than relying on keyword searches. A shopper looking for a pet-friendly emerald-green sofa under 90 inches, for example, can receive tailored recommendations that factor in fabric durability, dimensions, budget, and real-time availability.
The agent also supports multimodal interactions, allowing shoppers to upload photos, videos, or voice inputs. A handwritten recipe, for instance, can be scanned, interpreted, and converted into a complete shopping cart—complete with applied member discounts. With customer consent, the agent can add items to carts and complete checkout, turning discovery into action in a single flow.
Retailers including Kroger, Lowe’s, and Woolworths Group are adopting these capabilities to personalize experiences across the shopper journey.
From Support to Strategy
Google Cloud also introduced Customer Experience Agent Studio, a companion tool that enables businesses to build, test, and deploy multimodal support agents at scale. Integrated with the Shopping agent, the studio ensures customer service interactions are informed by full historical context.
Support agents can now orchestrate complex actions—such as replacements, refunds, or credits—in a single interaction, while handling conversations across phone, web, and mobile in more than 40 languages. Visual processing allows agents to interpret images, such as photos of damaged products, to speed resolution.
The platform also includes real-time analytics and quality assurance tools, enabling businesses to surface trends through natural-language queries and automatically score customer interactions with context-aware evaluations.
Also Read: GenAI Search Is Rewriting the Shopper’s Playbook
Extending AI Into Restaurants
Gemini Enterprise for CX also expands into food service through an enhanced Food Ordering agent, now supporting omnichannel interactions across mobile apps, websites, phone calls, kiosks, and in-car systems.
Papa Johns is the first customer to deploy these capabilities. Beyond taking orders, the agent intelligently upsells, identifies the best deals for customers, and provides operators with real-time performance insights—while allowing menus and pricing to be updated instantly across thousands of locations.
“Our partnership with Google Cloud is helping us bring back the feeling of ‘being known’ in the ordering experience,” said Kevin Vasconi, chief digital and technology officer at Papa Johns.
Google Cloud emphasized that Gemini Enterprise for CX is built with strict safety, privacy, and compliance controls. Customer data is not used to train models, and agents are designed to adhere to brand policies and legal requirements.
With Gemini Enterprise for CX, Google Cloud is signaling a broader shift toward agent-led commerce—where discovery, service, and fulfillment converge into a single, continuous conversation.
