Google’s Gemini targets online shopping innovation

Smarter customer experience with Gemini CX

The new tool, called Gemini Enterprise for Customer Experience (CX), will use advanced reasoning to understand user intent and carry out multi-step actions based on customer preferences and consent, according to Google.

The company said the technology will allow users to shop and communicate with customer service directly within the Google app, eliminating the need to switch between platforms.

Personalised shopping recommendations

As users continue interacting with the system, Gemini will recommend products tailored to individual preferences — but only from companies that have adopted Google’s new retail protocols.

Major brands join the initiative

Google confirmed it has already secured partnerships with major US brands, including Papa John’s, Lowe’s, Walmart, and Kroger.

Kevin Vasconi, Chief Digital and Technology Officer at Papa John’s, said the collaboration aims to personalize every interaction and simplify customer journeys.

Retailers see boost in sales potential

Walmart said the technology will help better match products with customer needs, improving the conversion of searches into purchases.

John Furner, incoming President and CEO of Walmart, said the goal is to deliver seamless, intuitive, and highly personalized shopping experiences.

Announcement coincides with retail conference

The announcement was made as the annual conference of the National Retail Federation began in New York, bringing together leaders from the global retail sector.