Google has recently introduced its new Gemini Enterprise artificial intelligence (AI) service, designed to enhance the overall customer experience. Notably, one of the first companies to leverage this new technology is Woolworths.
The Gemini Enterprise service acts as a digital concierge for customers, offering recommendations, storing relevant information, and performing complex tasks on the user’s behalf. This state-of-the-art ‘shopping agent’ is capable of comprehending image, video, and voice inputs – eliminating the need for customers to type their queries or requirements into a search bar.
Google representatives explain that whether an agent is cross-referencing kitchen electrical specifications to find a compatible induction range, or resolving a fulfillment error and issuing an instant refund, the new solution will provide a more streamlined experience for customers at every touchpoint.
This novel technology was announced at the NRF 2026 event. Amanda Bardwell, CEO and MD of Woolworths Group, lauded Google Cloud’s Gemini Enterprise for customer experience as a global game-changer for the retail industry.
As the first Australian retailer to form a partnership with Google’s agentic platform, Woolworths plans to evolve their digital shopping assistant, Olive, into a proactive partner that anticipates customers’ needs. This includes planning meals based on individual preferences and identifying relevant specials based on the user’s budget.
Bardwell also emphasizes the practicality and convenience of this innovation, explaining that it’s designed to do the heavy lifting for customers, making shopping easier and saving them precious time. Woolworths now stands alongside Kroger, Lowe’s, and Papa John’s as a global pilot business for Gemini Enterprise.
Darshan Kantak, VP of applied AI at Google Cloud, notes that they are merging the best of Google Cloud’s AI and infrastructure with a business’s own institutional intelligence to power a truly agentic commerce journey.
With this new technology, businesses can bridge the gap between sales and service to deliver premium, personalized experiences from the point of discovery to post-purchase support, enhancing customer satisfaction and fostering long-term brand loyalty.
Furthermore, one of the key features of Google’s AI is its ability to add items to a customer’s cart and manage the checkout process, provided the customer has given their consent.
What is the purpose of Google’s new Gemini Enterprise service?
The Gemini Enterprise service is designed to enhance the overall customer experience. It acts as a digital concierge for customers, offering recommendations, storing relevant information, and performing complex tasks on the user’s behalf.
What unique capabilities does the Gemini Enterprise shopping agent have?
The shopping agent can comprehend image, video, and voice inputs, eliminating the need for customers to type their queries or requirements into a search bar.
How does Woolworths plan to utilize the Gemini Enterprise service?
Woolworths plans to evolve their digital shopping assistant, Olive, into a proactive partner that anticipates customers’ needs. This includes planning meals based on individual preferences and identifying relevant specials based on the user’s budget.
