GCPProductionEvidence: Low40/100

Wesfarmers partners with Google Cloud to deploy agentic AI for enhanced retail customer experience and operational productivity

Use case typeShopping recommendationsUpdated Jun 13, 2026

Wesfarmers, an Australian retail conglomerate, is collaborating with Google Cloud to deploy agentic AI solutions across its retail brands such as Kmart, Officeworks, Priceline, and OnePass. The initiative aims to create personalized shopping experiences, enhance AI-powered customer support, and empower employees with advanced AI tools. This multi-year collaboration includes AI upskilling programs tailored for various employee roles to facilitate confident and responsible AI use.

Organization
Wesfarmers
Industry
Retail
Location
Australia
Published
February 2026

Reported outcomes

Strategic outcomes

Customer experience & trustPersonalized shopping experiencesCustomer experience & trustEnhanced AI-powered customer supportEmployee experienceEmpowered employees with advanced AI toolsEmployee experienceAI upskilling across employee roles
Why do we believe this deployment?Customer identity, provider attribution, maturity, and source checks
Customer
Wesfarmers
Provider
GCP
Maturity
Production

Retailers face rising customer expectations for personalized, seamless shopping experiences and increasing operational complexity in large multi-brand businesses

Customer identity supportedSource describes one deploymentMaturity supported

Primary read

Use case focus

Showing 3 of 3

  • 1Personalized Shopping Experience
  • 2AI-powered Customer Support
  • 3Employee Productivity Tools
  • Retailers face rising customer expectations for personalized, seamless shopping experiences and increasing operational complexity in large multi-brand businesses.
  • Wesfarmers sought to improve these by integrating scalable AI solutions to enhance customer engagement and internal productivity.
  • Deployment of Google Cloud Gemini Enterprise for Customer Experience to enable personalized product recommendations and conversational shopping.
  • Use of AI assistants for fast, contextual customer support beyond scripted chatbots.
  • Provision of advanced AI tools for employees in diverse functions like operations, marketing, and finance to automate tasks and support decision-making.
  • Delivery of tailored AI training and upskilling programs for employees across different roles and business units.
Technologies
Google Cloud Agentic AIGoogle Cloud Gemini Enterprise
  • Improved customer satisfaction with personalized shopping journeys.
  • Faster, more contextual AI-driven customer support.
  • Increased employee productivity through advanced AI tools.
  • Creation of a future-ready workforce with AI skills across Wesfarmers' retail divisions.
Sources & evidence1
Evidence: Low40/100Evidence strength
  • Customer explicitly identified
  • Deployment status explicitly supported
  • Technical implementation details available
Type: Press ReleasePublished: Feb 12, 2026Publisher: Google Cloud Press CornerEvidence: VendorConfidence: Medium
Primary source

AI-generated summary. Verify important details with the linked sources before relying on this case.

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Market context
Retail AI use casesRetail industry insightsAustralia country insights
AI patterns
Agent
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