Google Cloud launched Gemini Enterprise for Customer Experience at NRF 2026, introducing AI shopping agents that manage tasks from product discovery to post-purchase support. Major retailers Kroger, Lowe’s, Woolworths, and Papa John’s plan to deploy the technology to compete with OpenAI’s ChatGPT shopping features, Microsoft, and Amazon tools.
The launch occurs amid intensifying competition among tech giants in AI-powered commerce. Retail analysts forecast that one-quarter of shoppers will use AI-powered chatbots by 2026. They also project the agentic commerce market to reach between $3 trillion and $5 trillion by 2030. These predictions reflect growing integration of advanced AI in retail operations.
The Shopping agent employs complex reasoning to interpret customer intent and perform multi-step tasks according to stated preferences and explicit consent. It processes detailed requests by analyzing multiple criteria simultaneously. For instance, when a shopper seeks a velvet sofa in emerald green that withstands pet hair and measures under 90 inches, the agent evaluates fabric durability ratings, verifies dimensions across product listings, and ensures selection fits the specified budget constraints.
The system accommodates multimodal interactions, enabling customers to upload images or issue voice commands. This capability extends to practical scenarios, such as photographing a handwritten recipe. The agent then deciphers the handwriting, identifies required ingredients from the retailer’s inventory, adds those items directly to the shopping cart, and applies applicable member discounts during the process.
Distinct from traditional chatbots, which deliver information alone, these AI agents execute consented actions. Such actions encompass adding products to carts and completing checkouts on behalf of users. This functionality allows seamless progression through the entire purchase journey without manual intervention at each stage.
Retailers encounter challenges with loyalty and revenue when incorporating products into third-party chatbots like ChatGPT. Such integrations risk diverting customers away from brand platforms and diminishing advertising income. Consequently, many retailers opt to develop proprietary AI agents tailored to their ecosystems.
Lowe’s utilizes its Mylow virtual assistant, constructed on Google’s platform, which has more than doubled the company’s conversion rate through enhanced interactions. Home Depot announced an expanded partnership with Google Cloud at NRF 2026. This collaboration deploys agentic AI tools offering real-time assistance to both customers and professional contractors.
Papa John’s marks the first restaurant to implement Google’s omnichannel food-ordering capabilities. The chain intends to expand this technology nationwide by the end of the year, integrating it across various ordering channels for improved efficiency.
