Google Cloud Support uses Looker + Gemini Enterprise Conversational Analytics to scale support BI and speed insights
Google Cloud Support centralized fragmented support BI in Looker on Google Cloud with BigQuery and Gemini Enterprise conversational analytics. The team shifted to governed semantic metrics and self-service conversational analytics to reduce BI bottlenecks, improve consistency, and speed decision-making for about 5,000 monthly active users.
- Organization
- Google Cloud Support
- Industry
- Tech & Comms
- Location
- United States
- Published
- June 2026
Reported outcomes
10x
analysis speedTime & speed
Strategic outcomes
Catalog median for time & speed deployments: +75% across 183 reported metrics. Compare benchmarks →
Primary read
Use case focus
Showing 3 of 3
- 1Conversational analytics
- 2Executive analytics
- 3Data platform modernization
- Fragmented BI caused metric drift and a lack of a single source of truth.
- The BI team was a bottleneck because every new dashboard tile required a manual query.
- The environment needed to scale to thousands of users while preserving governance and trust.
- Migrated support BI to Looker Core on Google Cloud with a governed semantic layer.
- Connected conversational analytics directly to the governed Looker model so AI answers use accurate metrics.
- Enabled a train-the-trainer self-service model and plain-language querying through Looker Explores.
- User-to-BI-staff ratio improved from 100:1 to 500:1.
- Analysis became 10x faster for end users.
- Leaders and managers saved 30 to 60 minutes daily.
- Escalation rates were reduced by 20% and initial response requirements were met at near 100%.
Architecture
The support BI team migrated from a homegrown decentralized tool to Looker Core on Google Cloud, using Looker's governed semantic layer on top of BigQuery. They connected Gemini Enterprise conversational analytics directly to the governed Looker data model so AI responses reflect trusted metrics and support self-service querying through Looker Explores.
Sources & evidence1
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