Retailers are rapidly adopting digital transformation, particularly through generative AI, to enhance their operations and customer experiences. Google's Gemini AI models are at the forefront of this transformation, offering capabilities to generate text, images, audio, video, and code, and to understand and summarize diverse information. Here are the top ways retailers are leveraging Gemini:

Personalizing Experiences for Shoppers

Retailers use Gemini's advanced reasoning and multimodal capabilities to create AI agents that analyze customer data and interact with images and videos. For example, virtual stylists help customers find products through chat and images, increasing satisfaction and retention. Victoria’s Secret uses AI-powered agents to assist in-store associates with product information and recommendations.

Automating Customer Service

Gemini transforms customer service by automating processes across self-service channels, call centers, and social media. Best Buy uses Gemini to resolve issues faster with automated call summarization. Gemini also simplifies returns and exchanges by allowing customers to share images or videos of faulty products, enhancing issue resolution.

Enhancing Marketing and Customer Outreach

Gemini's multimodal capabilities enable retailers to create personalized marketing content quickly. Estée Lauder Companies, Inc. uses Gemini for language translations, ad copy generation, and meeting summaries. Marketing teams can also use Gemini to analyze data and identify new shopper audiences without prior technical knowledge.

Making Operations More Efficient

Retailers use Gemini to optimize supply chains, manage inventory, and improve operational efficiency. Woolworths employs Gemini for administrative communication and real-time customer interaction summaries. Gemini's long-context capabilities help analyze video inspections and monitor digital shelves, providing real-time insights on stock levels and customer behavior.

Helping Teams Find Trends and Build Faster

Gemini aids in identifying new product opportunities and trends by analyzing unstructured data like social media videos and support call recordings. It also enhances developer productivity; for instance, Wayfair's developers use Gemini Code Assist to set up environments faster and improve code performance, allowing them to focus on more satisfying tasks.

Google Cloud collaborates with leading retailers to leverage Gemini's multimodal capabilities, empowering employees to be more productive and creative while exceeding customer expectations.