Google Cloud launched a new artificial intelligence (AI) platform that it said connects online shopping and customer service, as retailers and restaurants look to replace basic chatbots with systems that can complete transactions and resolve customer issues.

It calls the platform Gemini Enterprise for Customer Experience. Google introduced it Jan. 8 at the National Retail Federation’s NRF 2026 conference. It uses what Google Cloud describes as agent-based AI, software designed to conduct multi-step tasks after receiving customer approval. The company said businesses can deploy the system in days and that it works across websites, mobile apps and phone support.

Early users include Kroger, Lowe’s, Papa Johns, and Woolworths Group.

Retailers often rely on separate systems for product search, checkout and customer support. That requires shoppers to repeat information as they move between channels. Google Cloud said it designed the new platform to maintain context across those interactions, allowing a single AI agent to assist with product selection, ordering and post-purchase issues such as returns or refunds.

Google Cloud said it does not use customer data that the platform processes to train its AI models and that the system includes controls to meet privacy and regulatory requirements.

The launch highlights how cloud providers are pushing AI deeper into commerce and service operations, as businesses look for automation that can carry out tasks rather than simply respond to questions.

How Google Cloud’s new agentic AI platform works

The Google Cloud agentic AI platform includes a shopping agent that connects customer-facing tools such as chat and voice interfaces directly to backend systems. Those systems can include product catalogs, inventory, pricing and order management. Google Cloud said the agent can manage complex requests, such as filtering products based on size or technical requirements. It also can add items to a cart or complete a checkout with customer consent.

Darshan Kantak, vice president of applied AI at Google Cloud, said the platform addresses longstanding gaps between sales and service operations.

“Most businesses still run shopping and service on disconnected systems,” Kantak said. “This is designed to bring those functions together.”

Google Cloud also introduced Customer Experience Agent Studio, a tool that allows companies to build and manage multiple AI agents. The studio can generate agents using existing customer service transcripts and internal documents. It includes tools for performance analysis, quality scoring and real-time assistance for human customer service workers.

Kroger said it is using the platform to support:

• Meal planning
• Basket building
• Issue resolution across digital and in-store channels.

Lowe’s said it is expanding its AI-powered home improvement advisor to provide guidance tailored to customers’ homes, locations, and project needs.

For restaurants, Google Cloud said its food ordering agent, now part of the platform, supports ordering through:

• Mobile apps
• Websites
• Phone calls
• Kiosks
• In-car systems

Papa Johns is the first restaurant customer to deploy the tool across channels, using it to take orders, recommend add-ons and update menus and pricing across its locations.

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