Dive Brief:
- Google Cloud launched Gemini Enterprise for Customer Experience Sunday, an agentic solution designed to bring shopping and customer service operations under a single interface. Early adopters include Kroger, Lowe’s, Woolworths and Papa Johns.
- Gemini Enterprise for CX aims to connect the entire customer experience from discovery to post-purchase via AI agents, according to the company. These shopping agents can take action on behalf of the customer, such as by adding items to a cart and applying discounts.
- Gemini Enterprise for CX will include the Customer Experience Agent Studio as well. This tool is designed to help businesses build, test and deploy AI agents that can take autonomous action, such as applying credit to a customers’ account.
Dive Insight:
One of the key features of the product suite is that the AI experience belongs to the brands that build them, according to Darshan Kantak, VP of Product, Applied AI at Google.
“It's built for their brand in their persona,” Kantak said during a virtual news conference Thursday. “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.”
Customer Experience Agent Studio is designed to give brands control over their AI agents by letting users upload a chat transcript and relevant documents, then use a drag-and-drop interface to build the workflows.
The AI can work alongside human agents by providing real-time contextual guidance that helps speed up resolution. It can also run personalized simulations to help onboard and upskill staff, automatically score conversations, and track trends among customer service inquiries to identify pain points.
Customer service agents and shopping agents are designed to communicate with each other to utilize historic information when handling customer inquiries.
“By connecting directly with the shopping agent, we ensure continuous context across every channel,” Kantak said.
