Google unveils Gemini AI for retail, partnering with Walmart and Papa John’s to personalise shopping and streamline customer service
WASHINGTON: Google has launched a new professional AI suite for online retail, aiming to create seamless shopping interactions from product search to customer service.
The tool, called Gemini Enterprise for Customer Experience (CX), uses complex reasoning to understand shopper intent and execute multi-step tasks.
It will operate within the Google application, allowing users to shop and contact customer service without leaving the platform.
As consumers use the tool, they will be offered products tailored to their preferences from participating companies.
Google announced it has already signed agreements with major US franchises including Papa John’s, Lowe’s, Walmart, and Kroger.
“We’re working together to personalise every interaction, simplify every decision, and remove friction within customer touchpoints,” said Papa John’s chief digital and technology officer Kevin Vasconi.
Walmart stated the AI tool will help it offer products best suited to customer needs, converting more searches into sales.
“We want to help customers get what they need and want, when and where they want it,” said incoming Walmart president and CEO John Furner.
He promised “seamless shopping experiences…that are more intuitive and personal than ever before.”
The announcement coincided with the start of the National Retail Federation’s annual conference in New York.
