Customer experience strategy is entering a new phase as Google Cloud unveils Gemini Enterprise for Customer Experience, an agentic AI platform designed to merge shopping, service and post-purchase support into a single intelligent interface.

Google Cloud, a US-based enterprise cloud and AI services provider, announced the launch at NRF 2026 in New York, positioning the solution for retailers and restaurants seeking to deliver seamless, end-to-end customer journeys at scale. The platform allows businesses to deploy prebuilt and configurable AI agents in days, managing the entire customer lifecycle from product discovery to issue resolution.

Traditional chatbots often fragment the experience, forcing customers to repeat information across channels. Gemini Enterprise for CX addresses this by maintaining continuous context across web, mobile, voice and in-store touchpoints. Agents use complex reasoning to understand intent, execute multi-step tasks and take consented actions, such as resolving fulfilment errors or completing transactions in real time.

“With Gemini Enterprise for Customer Experience, we are combining the best of Google Cloud's AI and infrastructure with a business's own institutional intelligence to power a truly agentic commerce journey,” said Darshan Kantak, Vice President, Applied AI, Google Cloud.

A core component is a new Shopping agent that connects customer-facing interfaces directly to backend systems. It supports multimodal inputs including text, voice and images, and can filter products against constraints such as size, durability and budget, while applying loyalty benefits and real-time availability. Businesses including Kroger, Lowe’s and Woolworths are adopting the platform.

“Home improvement is inherently complex, so we're using AI to simplify and personalize the experience,” said Seemantini Godbole, chief digital and information officer, Lowe's.

Read more on how agentic AI platforms are redefining customer experience across global retail and hospitality.

(Photo Credits to Google Cloud)