Cognizant and Google Cloud launch AI contact centre for retail
Cognizant and Google Cloud have launched Agentic Retail CX, a contact centre product built on Google's Gemini Enterprise for Customer Experience. The system combines automated customer self-service with real-time support tools for contact centre staff, targeting retailers who want to add generative AI to live customer service operations.
Early deployments have delivered self-service containment rates between 70% and 85%, according to Cognizant. The company also reported gains in agent productivity and customer engagement, though it did not specify how many deployments those figures covered.
What the system does
The platform handles omnichannel interactions across websites, apps, phone lines and in-store channels. It can manage product recommendations, abandoned cart follow-ups, promotional messaging and feedback collection.
The technology is designed to resolve routine queries through automation while giving human agents AI-powered assistance for complex interactions. This reflects a broader industry shift toward moving AI from pilot projects into everyday business processes.
Why contact centres matter
Retailers face pressure to deliver faster, more personalised service across multiple channels. Consumer research cited by Cognizant shows that personalisation and recognition of previous interactions are now baseline expectations.
Contact centres represent the point where those expectations are tested most directly. Ben Wiener, Global Head of Cognizant Moment, said the contact centre is "a moment of truth for a brand; a place where trust is either earned or lost."
Customer service has become one of the most active areas for operational AI deployment because it offers clear metrics: call deflection rates, handling times and customer satisfaction scores.
Who's using it
Ocado Retail, the online grocery business, is an early user. The company has integrated Gemini Enterprise for CX into its contact centre operation and cited improvements in conversational intelligence and real-time operational insights.
The launch extends Cognizant and Google Cloud's broader partnership around business AI applications and follows the creation of a dedicated Gemini Enterprise practice between the two companies.
For customer support teams, the immediate challenge will be whether automated systems can handle routine contact volumes effectively without degrading service quality when customers expect quick answers and continuity across channels. Learn more about AI for Customer Support or explore an AI Learning Path for Call Center Supervisors.
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