Australian retail giant Wesfarmers is taking a bold step towards digital transformation by signing a multi-year agreement with Google Cloud to roll out agentic artificial intelligence (AI) across its diverse portfolio that includes brands like Kmart, Officeworks, Priceline, and OnePass.

This strategic partnership will leverage Google’s Gemini Enterprise platform, a cutting-edge system designed to create AI agents capable of reasoning and executing complex, multi-step tasks. The primary goal of this initiative is to address the growing operational complexities inherent in managing a sizable multi-brand retail organization, all while meeting the escalating consumer demand for speedier and more personalized service.

Rob Scott, the managing director of Wesfarmers, emphasized the importance of leveraging AI responsibly at scale, stating, “As we expand the use of AI across areas such as forecasting, design and customer engagement, it’s important that we do so responsibly, at scale and with the right partners.” This partnership aims not just for efficiency, but also for enhancing customer experiences and enabling teams to concentrate on high-value tasks.

A remarkable feature of this rollout is the pilot for Search with OnePass, which allows consumers to engage in conversational shopping across various divisions. This means a customer can inquire about products available at both Kmart and Bunnings in a single query, significantly streamlining the shopping experience.

Moreover, AI assistants are being integrated into customer support systems to resolve queries more efficiently. By understanding the historical context of conversations, these AI agents can foster effective communication and service, saving valuable time for both consumers and the support teams. Internally, the Gemini Enterprise platform will facilitate the utilization of AI by retail teams in operations, engineering, marketing, and finance, aiding in data analysis and the automation of monotonous administrative tasks.

Thomas Kurian, CEO of Google Cloud, pointed out that AI is deeply transforming the retail landscape, enabling companies to forge deeper connections with customers through each interaction. By embedding Google’s agentic AI within Wesfarmers’ celebrated brands, they aim to revolutionize not just the digital storefront but every customer touchpoint and internal process.

To facilitate this transition, Google Cloud will implement a custom AI upskilling program tailored for Wesfarmers’ staff. This initiative will train employees to identify and deploy AI agents in their day-to-day responsibilities, significantly enhancing customer service and overall experiences.

Wesfarmers isn’t alone in this AI venture. Other retailers are also collaborating with Google Cloud to harness cloud and AI technologies effectively. Notably, Woolworths became the first in the Asia-Pacific region to adopt the Gemini Enterprise for Customer Experience platform, transforming its Olive chatbot into a proactive shopping companion.

Additionally, major Australian establishments are fusing Google Cloud’s capabilities into their operations. Australia Post, for instance, employs BigQuery, a cloud-based data analytics platform, to gain comprehensive insights into the mail delivery stages, dramatically reducing analysis time. In the financial sector, ANZ is utilizing Google Cloud’s data analytics prowess to process substantial banking data more efficiently.

As businesses across sectors become more reliant on AI to address operational challenges and improve customer interaction, Wesfarmers’ initiative exemplifies how strategic partnerships with technology leaders can accelerate this transformation. The deployment of agentic AI not only signifies a leap forward in operational capabilities but also sets a benchmark for other organizations aiming to seize the opportunities presented by AI in enhancing customer experiences and driving growth.