Customers are putting Gemini to work

It’s been less than six months since Google Cloud Next, and the pace of innovation across industries has been nothing short of extraordinary. Google Cloud are proud of Google AI leadership and differentiation as we continue pushing the technology frontier for Google customers. From launching more powerful versions of Gemini 1.5 Pro, to rolling out general availability for Gemini Flash and Imagen 3, to investing in our Vertex AI platform, our teams have been building off the product momentum of Next. And all of this innovation is driving incredible use of our products.

Today, as part of our Gemini at Work global event, we are showcasing nearly 50 new customer stories from organizations around the world to highlight just how impactful generative AI can be when you put it to work at scale — including Pods, Snap, Volkswagen US, Warner Bros. Discovery, and many others. We’re inspired by what customers are building and excited by how quickly they’ve been able to move ideas from experimentation into production with our Vertex AI platform. We’re also seeing major boosts in productivity through Gemini for Google Workspace, with customers saving an average of 105 minutes per user, per week, according to our recent study of enterprise customers.¹

This builds upon the momentum we’ve seen in recent months, as we’ve announced new or expanded partnerships with leading brands like Airtel, Asteroid Institute, CMA CGM, Eiffage Partners, Hudson River Trading, Humana, LG AI Research, Motorola, New AIM, Nova Scotia Health, and Teléfonica. When we speak to our customers and partners, they are choosing Google Cloud as their strategic gen AI partner and platform for four distinct reasons:

1. They can access and customize the best foundation models from both Google and the industry, including Gemini. We are the only Cloud provider to offer widely-used first-party, third-party, and open models. Enterprises want to choose a platform that gives them choice.
2. They can create sophisticated gen AI agents and experiences faster with our single, integrated development platform, Vertex AI. It sits on top of our world-class infrastructure and is the only unified platform that lets customers discover and access models, tune and augment models, and create, ground, deploy, and manage AI agents and experiences. 
3. They can be more productive with our AI agents. We offer Gemini for Google Cloud and Gemini for Google Workspace, as well as purpose-built agents for Customer Engagement and Search. Customers are really appreciating these packaged agents, in addition to building their own.
4. They are deploying models with confidence, with the most comprehensive approach to grounding in enterprise truth. This significantly improves response accuracy and completeness, and lets them control their brand voice and customer experience.

Six types of AI agents

Google Cloud continue to see customers and partners benefiting from AI agents — intelligent systems that go beyond simple chat and predictions, to proactively take actions. What makes AI agents unique is they help achieve specific goals, whether that’s guiding a shopper to the perfect pair of shoes, helping an employee look for the right health benefits, or supporting nursing staff with smoother patient hand-offs during shift changes. We see AI agents centering around six use cases:

Customer agents help make great recommendations
Customer agents work seamlessly across channels including the web, mobile, and point of sale, and can be integrated into product experiences with voice and video.

• Bell Canada pioneered using digital agents to provide self-service — improving customer experience and delivering $20 million in cost savings.
• Best Buy resolves issues up to 90 seconds faster using automated call summarization.
• GoTo Group launched Dira, a Bahasa Indonesia AI-powered voice assistant integrated into their GoPay fintech app. Customers use voice commands and complete tasks like bill payments and money transfers with fewer steps. Check out a live demo of the app from GoTo in this video.
• ScottsMiracle-Gro built an AI agent on Google Cloud Vertex AI to provide tailored gardening advice and product recommendations.
• Snap deployed the multimodal capability of Gemini within their “My AI” chatbot and has since seen over 2.5x as much engagement within Snapping to My AI in the United States.

• Telecom Italia (TIM) implemented a Google-powered voice agent to address many customer calls, increasing efficiency by 20%.
• UPS Capital uses an agent built on Google Cloud technology to analyze package movements, insurance claims, and address data in real time to identify anomalies. 
• Volkswagen US built a virtual assistant in the myVW app, where drivers can explore their owners’ manuals and ask questions such as, “How do I change a flat tire?” or “What does this digital cockpit indicator light mean?” Users can also use Gemini’s multi-modal capabilities to see helpful information and context on indicator lights simply by pointing their smartphone cameras at their dashboards. Watch how the myVW app works in this demo.

We continue to build on this momentum with our own packaged agents. For example, today we are announcing Customer Engagement Suite with Google AI, an end-to-end application that combines the rich features of our leading Contact Center AI solution with the latest gen AI capabilities.

This new solution offers four key benefits:

• Omnichannel features, so you can orchestrate consistent customer experiences across web, mobile, voice, email, and apps with a single platform. 
• Multimodal approach, so your customers can use text, voice, and images. 
• Rule-based controls AND generative AI so you can address a broad range of issues that may come up from your customers. For instance, a customer speaking with a bank representative may have to verify their identity through a specific set of verification questions. At the same time, they may ask the bank: “Tell me what’s the best mortgage offering for me? Can you compare it across the products you offer?” The first requires a deterministic flow. The second requires a generative flow.
• Grounding to provide the highest levels of accuracy 

All of this can be connected with any customer service application — whether it’s a SaaS application like Salesforce, Servicenow, SAP, Dynamics, or Oracle — or an on-premise app.

Employee agents help workers collaborate and get more done
Employee agents can streamline processes, manage repetitive tasks, answer employee questions, as well as edit and translate critical communications.

• Click Therapeutics develops prescription digital therapeutics designed to treat disease. Their Clinical Operations team leverages Gemini for Google Workspace to transform complex operations data into actionable insights; so they can quickly pinpoint ways to streamline the patient experience in clinical trials.
• Dun & Bradstreet built an email-generation tool with Gemini that helps sellers create tailored, personalized communications to prospects and customers for its research services. They also developed intelligent search capabilities to help users with complex queries like, “Find me all the companies in this area with a high ESG rating.”
• Elanco, a world leader in animal health, has implemented a gen AI framework, powered by Vertex AI and Gemini, to support critical business processes, such as Pharmacovigilance, Customer Orders, and Clinical Insights. This has resulted in an estimated ROI of $1.9 million since launching last year.
• Randstad is using Gemini for Google Workspace to enhance our relationships internally and externally with candidates, making them more efficient and giving them time back to focus on the human aspect of their work.

• SURA Investments, the largest Asset Manager in Latin America, developed a gen AI-powered analysis model for employees built on Google Cloud that allows them to better understand customer needs. It has already improved sentiment analysis on more than 90% of calls and delivered a 10-point increase in customer satisfaction. 
• Thomson Reuters added Gemini Pro to its suite of large language models (LLM). The 2 million token context window makes some skills as much as 10x times faster to process and unlocks the ability to create new skills that require the LLM to process entire documents in context

The employee agents we deliver through Gemini for Google Workspace, our leading collaboration and productivity tools, are helping customers get more done, with greater confidence and in less time. In a recent survey of our enterprise customers using Gemini, we found they save an average of 105 minutes per user, per week. And it’s not just about getting more done, but getting it done really well — 75% of daily Gemini for Workspace users say it improves the quality of their work.²

To help more people boost productivity with AI, we’re making the Gemini app with enterprise-grade data protection available as part of existing Google Workspace subscriptions. Starting next month, customers will have a round-the-clock brainstorming partner, research assistant, and more, to help where they need it most.

Data agents help you do research and data analysis more effectively
Data agents can help answer questions about internal and external sources, synthesize research, develop new models — and, best of all, help find the questions we haven’t even thought to ask yet, and then get the answers.

• Bayer’s Crop Science team developed a Field Answers application built on Vertex AI to make critical, timely decisions in the field, contributing to more sustainable and efficient farming.
• The CME Group is building a first-of-its-kind cloud-based commodities trading platform with Google Cloud’s AI tools built in, offering CME’s trading customers access to deeper insights and smarter trades as well as rapid experimentation on new trading strategies that won’t interrupt existing trade flows
• Hiscox, one of the oldest syndicates in Lloyd’s of London, used BigQuery and Vertex AI to create the first AI-enhanced lead underwriting model, automating quoting for complex risks, from three days down to a few minutes.
• Ipsos, a multinational market research firm, built a data analysis tool grounded in Google Search for its market researchers, eliminating the need for time-consuming requests to analysts.
• Intelligencia AI, a healthcare technology company, uses Cloud SQL for Postgres for the data infrastructure that powers its AI-driven drug development predictions, enabling the company to deliver accurate and transparent results to customers, while reducing overhead.
• NeuroPace, a medical device company, built a solution using Google Cloud gen AI technologies, to quickly identify effective epilepsy treatment options. By analyzing brainwave patterns, they can find similar patients and apply successful therapies faster.
• Warner Bros. Discovery built an AI captioning tool with Vertex AI and saw a 50% reduction in overall costs, and an 80% reduction in the time it takes to manually caption a file without the use of machine learning. 

Security agents significantly increase the speed of investigations
Security agents automate monitoring and response for greater vigilance and compliance controls. They can also help guard data and models from cyberattacks, such as malicious prompt injection.

• Apex Fintech has accelerated the creation of complex threat detections, reducing the time required from hours to mere seconds with Google SecOps.
• Certify OS is working with Google Cloud to automate credentialing, licensing, and monitoring of medical providers for healthcare networks, relieving the burden of time-consuming and often siloed information.
• Fiserv is working with Gemini in Security Operations to summarize threats, find answers, and detect, validate, and respond to security events faster.
• NetRise‘s “Trace” product is enabling AI-powered semantic search — built using Google Cloud gen AI — in the software supply chain.

Creative agents can help everyone build design, artistic or production skills
Creative agents can empower organizations with the best design and production skills, working across images, slides, and more. Many businesses are building agents alongside their marketing teams, audio and video production teams, and creative teams to help explore and build creative concepts. 

• Formula E is using Google Cloud gen AI to summarize two-hour-long race commentary into a two-minute podcast in any language, using driver data and ongoing seasonal storylines.
• Globo, the largest media group in Latin America, is using Google Cloud’s AI to hyper-personalize content for its streaming users, and create a better experience for spectators.
• PODS, working with advertising agency Tombras, used Gemini to create the “World’s Smartest Billboard,” a campaign on their trucks that could adapt to each neighborhood in New York City. The ads used live feeds of data so they updated in real-time hitting all 299 neighborhoods in just 29 hours creating more than 6,000 headlines.

• PUMA is using Imagen to customize product photos on their website, saving time and ensuring they are locally relevant. PUMA India has already seen a 10% increase in click-through rate, and they share how they did it in this demo.
• Radisson Hotel Group worked with Accenture and Google Cloud to use Vertex AI and Gemini models to personalize its advertising at scale by training AI models on extensive datasets stored in BigQuery; ad teams saw productivity rise 50% while revenue increased from AI-powered campaigns by more than 20%.

Google’s open platform drives more momentum with partners and customers

The success of AI depends on an open platform that offers choice, is easy to integrate with existing systems, and is supported by a broad ecosystem. Google Cloud works closely with important partners, like Accenture and Deloitte, who report more than 45% of their Google Cloud gen AI projects have moved from proof of concept to production. In addition, expanded partnerships and dedicated Google Cloud centers of excellence with Accenture, BCG, Cognizant, Deloitte, HCLTech, KPMG, McKinsey, PwC, and Wipro have spurred thousands of successful projects. This collaborative ecosystem is the key to unlocking AI’s true potential. At Google Cloud, we truly value our partnership with this ecosystem, which is vital to helping our entire industry in its transformation — from systems updates to organizational change management to an overall mindset shift.

Google are inspired by the ingenuity and speed with which our customers are embracing gen AI. And Google continue to work hard to partner with customers to help them deliver real business value in the form of incremental leads, conversions, sales, and profits. Google Cloud are committed to taking a bold and responsible approach to make AI helpful for everyone, helping organizations of all sizes solve real-world challenges in entirely new ways. 

This is the new way to cloud. It’s a journey we’re on together with all of you — our customers and partners — all around the world.