Gemini Enterprise for Customer Experience

What it does

Gemini Enterprise for Customer Experience is a Google Cloud suite of AI agents and tools for businesses such as retailers and restaurants. It takes in customer conversations (voice, text, and multimodal input) and shopping signals such as catalog, cart, and promotion data. It produces conversational support responses, shopping recommendations, search answers, analytics on customer service trends, and real-time coaching for service staff.

Teams build support agents in Customer Experience Agent Studio, which offers a drag-and-drop canvas. A Shopping agent, currently in preview, can navigate catalogs, build carts, apply promotions, and guide customers to checkout. AI Commerce Search adds AI summaries and follow-up answers to a website search bar. Customer Experience Insights analyzes conversations using natural-language queries, and Agent Assist gives human representatives real-time coaching. These components share historical customer context and use Universal Commerce Protocol to standardize commerce actions across touchpoints.

It suits enterprise retail and food-service teams with cloud and engineering support. Access is through Google Cloud consoles and APIs, and purchase starts by contacting sales. Setup depends on your existing commerce and customer data systems. Request a quote for pricing, and confirm Shopping agent availability and the languages and channels you need before committing.

What it can do

• Build and test customer support agents with a drag-and-drop canvas in Customer Experience Agent Studio
• Natural, real-time voice conversations in multiple languages and accents using native audio models
• Shopping agent (preview) for catalog navigation, cart building, promotions, and checkout guidance
• AI Commerce Search with personalized results, recommendations, and AI summaries for website and app search
• Customer Experience Insights for analyzing customer conversations and service trends using natural language
• Agent Assist providing real-time coaching, next-best action guidance, and AI-driven training for service representatives

Works with

• BigQuery
• Vertex AI
• Google Distributed Cloud
• Agent Payments Protocol (AP2)
• Universal Commerce Protocol (UCP)

Example workflows

Customer support agent build

Illustrative example. Input: support workflows and product or order context. Steps: design flows on the Agent Studio canvas, connect to the Shopping agent for customer history, test, then deploy. Output: a deployed multimodal support agent for customers.

Service rep coaching and review

Illustrative example. Input: live customer conversations and historical interaction data. Steps: Agent Assist provides in-call guidance while Customer Experience Insights analyzes conversations by natural-language query. Output: next-best-action prompts for representatives and trend summaries for managers.

Before you choose

• The Shopping agent is labeled preview, so confirm production readiness before relying on it.
• Request a quote from Google Cloud sales for pricing; usage charges are covered on the Google Cloud pricing page.
• The product's examples focus on retail and food ordering, so check fit with your sales contact if you work in another industry.

Listed under

• Support
• Voice and phone agents
• AI agents
• Contact center
• Customer service
• Ecommerce
• Enterprise
• Restaurants

No pricing figures or billing basis were present in the reviewed information. Confirm usage-based or contract pricing with Google Cloud sales and the pricing page at https://cloud.google.com/pricing.

We couldn’t find published prices for Gemini Enterprise for Customer Experience. See their pricing page ↗