Cognizant & Google Cloud launch AI retail contact centre
Cognizant has launched Agentic Retail CX with Google Cloud, a contact centre product built on Gemini Enterprise for Customer Experience.
The offering targets retailers looking to add generative AI to live customer service operations. It combines AI self-service with real-time support for contact centre staff, with the aim of improving resolution times, personalisation and productivity.
The launch extends the companies' broader partnership around business uses of AI and follows the creation of a dedicated Gemini Enterprise practice.
Retailers are under growing pressure to provide faster, more tailored service across websites, apps, phone lines and in-store channels. Cognizant cited consumer research showing that personalisation and recognition of previous interactions are now standard expectations rather than differentiators.
The companies are positioning the contact centre as the point where those expectations are tested most directly. The technology is designed to handle some customer queries through automated self-service while assisting human agents with more complex interactions.
Cognizant said early deployments have delivered containment rates of 70% to 85% through AI-led self-service. It also cited gains in agent productivity and customer engagement, but did not disclose how many deployments those figures were based on.
The system supports omnichannel customer interactions and can be used for tasks including recommendations, follow-up contact on abandoned baskets, promotions and feedback collection. The focus is on applying AI to operational customer service rather than limiting it to back-office analysis or pilot projects.
That reflects a broader shift among large technology suppliers and service providers as they try to move AI from experimentation into day-to-day business processes. Customer service has become one of the most active areas for that push because it offers measurable metrics such as call deflection, handling times and customer satisfaction.
Ben Wiener, Global Head of Cognizant Moment, said this made the contact centre a key target for retail AI deployment.
“Retail customers don't need more channels, they need less friction, and the contact center is a moment of truth for a brand; a place where trust is either earned or lost,” said Ben Wiener, Global Head of Cognizant Moment. “Cognizant Agentic Retail CX, built on Gemini Enterprise for CX, brings agentic AI into that moment in a way that reflects how people actually want to be treated: faster resolution, smarter assistance and a human advisor who's better equipped thanks to AI. When retailers get that right, efficiency and loyalty will follow.”
Google Cloud presented the launch as part of a broader push to apply its Gemini models to industry-specific business systems through partners. It has been working with systems integrators and consulting groups to embed generative AI in customer service, data analysis and software workflows.
“Agentic AI has the potential to transform the retail sector and deliver better outcomes for consumers and retailers alike,” said Victor Morales, Vice President, Global System Integrators Partnerships, Google Cloud. “This partnership demonstrates how Gemini Enterprise for CX, combined with Cognizant's deep industry and AI expertise, can help retailers modernize their customer service and deliver the personalized, efficient experiences that build lasting loyalty.”
One early user cited in the announcement is Ocado Retail, the online grocery business. The company has used Gemini Enterprise for CX in its contact centre operation.
“Gemini Enterprise for CX has been instrumental in helping us redefine what a modern, AI powered customer experience looks like for our business. By bringing conversational intelligence, and real-time insights into our operations, we've been able to elevate customer engagement across every touchpoint. This transformation reflects our commitment to smarter, simpler journeys for our customers - made possible through the strong execution and expertise of Cognizant,” said Kieren Johnson, Head of IT, Ocado Retail.
For Cognizant, the launch adds to a portfolio of joint products with Google Cloud aimed at turning cloud and AI spending into clearer operational results. For retailers, the immediate test will be whether automated systems can reduce routine contact volumes without weakening service when shoppers expect quick answers and continuity across channels.