Google has introduced a new iteration of its Gemini AI suite, designed to enhance online retail experiences. The Gemini Enterprise for Customer Experience (CX) platform utilizes complex reasoning to understand customer intent and execute multi-step tasks, taking into account individual preferences and consent. This technology enables seamless interactions between shoppers and customer service, allowing users to shop and interact with customer support without leaving the Google application.
As customers continue to use the tool, they will be presented with products that reflect their preferences from companies that have adopted Google’s new protocols. Notable US franchises, including Papa John’s, Lowe’s, Walmart, and Kroger, have already signed agreements with Google to integrate this technology. According to Kevin Vasconi, Papa John’s chief digital and technology officer, the goal is to “personalize every interaction, simplify every decision, and remove friction within customer touchpoints.”
Walmart expects the tool to help convert product searches into sales more regularly, by offering customers products that best suit their needs. Incoming president and CEO John Furner emphasized the company’s aim to provide “seamless shopping experiences…that are more intuitive and personal than ever before.” The announcement was made at the National Retail Federation’s annual conference in New York, the world’s largest retail trade association.
The introduction of Gemini Enterprise for Customer Experience (CX) marks a significant development in the online retail sector, as companies strive to create more personalized and efficient customer experiences. By leveraging AI technology, Google and its partners aim to streamline interactions between customers and retailers, ultimately driving sales and customer satisfaction. As the retail landscape continues to evolve, the adoption of such technologies is likely to play a crucial role in shaping the future of online shopping.
