Woolworths adopts Google Gemini CX to upgrade digital shopping

The supermarket chain joins the first wave of Australian Gemini CX users.

Woolworths Group, Australia’s largest supermarket chain, is adopting Google Cloud’s Gemini Enterprise for Customer Experience (CX) platform to enhance its digital shopping and customer service capabilities.

The company’s AI assistant, Olive, will be upgraded with the platform, enabling it to handle shopping support, personalised recommendations, and customer service tasks in a single system.

The AI can process text, voice, and image inputs, allowing customers to, for example, submit a photo of ingredients to receive recipe suggestions and related product recommendations.

The Gemini CX platform maintains context across multiple interactions, linking browsing, purchasing, and post-purchase support in one workflow. Woolworths says the system will also provide guidance to staff managing complex queries.

Woolworths is amongst the first Australian retailers to deploy Gemini Enterprise for CX, joining international companies such as Kroger, Lowe’s, and Papa John’s that are exploring agentic AI to improve online shopping and service.

The implementation marks a step in the broader use of AI in Australian retail, integrating shopping assistance and customer service into a unified digital experience.