Google has unveiled a new version of its professional Gemini artificial intelligence suite tailored for online retail, aiming to streamline the customer journey from product discovery to after-sales support.
The new tool, Gemini Enterprise for Customer Experience (CX), is designed to utilize advanced reasoning to understand user intent and carry out multi-step tasks on behalf of customers, while factoring in individual preferences and consent, the company stated in a press release.
According to Google, the platform would enable consumers to search for products, make purchases, and interact with customer service representatives all within the Google application. As users continue to engage with the service, it will recommend products aligned with their preferences from retailers that have adopted Google’s new protocols.
Google said it has already reached agreements with major US retailers and brands, including Papa John’s, Lowe’s, Walmart, and Kroger.
In a statement, Papa John’s Chief Digital and Technology Officer, Kevin Vasconi, said the partnership would help personalise customer interactions, simplify decision-making, and reduce friction across customer touchpoints.
Walmart said the technology would support its efforts to better match products to customer needs and improve the conversion of product searches into sales. John Furner, Walmart’s incoming president and chief executive officer, said the tool would enable “seamless shopping experiences” that are more intuitive and personalised.
The announcement was made as the annual conference of the National Retail Federation, the world’s largest retail trade association, opened in New York.
Leave a Reply