For the second consecutive year, Google has been named a Leader in the Gartner® Magic Quadrant™ for Conversational AI Platforms. Google received the furthest and highest in positioning on the "Vision" and "Execution" axes and is now ranked #1 in three out of four Critical Capabilities Use Cases. We believe this recognition reflects our continued investment in frontier AI research, enterprise infrastructure, and helping customers move AI from experimentation into production at scale. More importantly, we believe it reflects the success of the organizations building with Gemini Enterprise for Customer Experience every day.
Download the complimentary 2026 Gartner Magic Quadrant for Conversational AI Platforms. Enterprise customer experiences are entering a new era. Organizations are moving beyond traditional chatbots toward AI agents that can understand customer intent, reason across enterprise knowledge, and take action across business systems.
As these experiences move into production, enterprises need more than powerful models. They need an AI platform that combines frontier research with enterprise security, governance, operational reliability, and the ability to scale globally.
Today, Gemini Enterprise for Customer Experience brings these capabilities together to give your customers a frictionless experience. Organizations can deploy agents that eliminate disjointed interactions across voice and digital channels, allowing customers to discover, purchase, and get help across every touchpoint without starting over. This connected journey drives revenue growth, deeper loyalty, and lower operational costs.
At the center of Gemini Enterprise for Customer Experience is CX Agent Studio, Google’s platform for building intelligent customer experience agents. By coupling our newest models, unified product capabilities, and updated deployment best practices, we abstract technical complexities so enterprise teams can build at an unprecedented speed and derive true business value.
Organizations can use CX Agent Studio to: Build multimodal AI agents and deploy them across voice and chat channels,
Assist human support and service representatives in real time,
Analyze customer conversations to improve business outcomes,
And, accelerate deployment with pre-built agents for industries including retail, food ordering, and automotive.
Modern customer experiences demand more than answering questions. They require AI that can understand complex requests, retrieve trusted information, reason through multiple steps, and take action across enterprise systems. For example, The Home Depot is already using these capabilities for customer support - helping customers reach solutions up to 4x faster than traditional phone menus when calling into a store. AI voice agents built with CX Agent Studio understand why a customer is calling in fewer than 10 seconds to help customers complete purchases, initiate service requests, or seamlessly transition to a human associate when needed.
“AI does a tremendous job at recognizing customer intent and taking direct action to help complete a purchase or even start a service request. And of course, if they need to speak with an associate, we’ll quickly connect them.” - Jordan Broggi, EVP of Customer Experience and President of Online, The Home Depot
CX Agent Studio combines native multimodal capabilities, agent orchestration, enterprise retrieval, and integrated developer tooling to help organizations move quickly from experimentation to production.
Whether deploying pre-built industry agents or building custom experiences, organizations maintain enterprise-grade security, governance, and operational controls while retaining complete ownership of their customer experience.
Gemini Enterprise for Customer Experience is built on Gemini models developed by Google DeepMind. But having access to Google DeepMind's world-leading research and frontier models is the starting line. A brilliant model is only as powerful as the foundation it runs on. To put human-grade customer experience agents into production - where milliseconds of latency matter for voice interactions and hallucinations pose real business risks - you need a platform engineered for performance.
This is why Gemini Enterprise for Customer Experience and CX Agent Studio run natively on Google Cloud’s complete, first-party AI stack. Spanning from our custom-built AI infrastructure (AI Hypercomputer) and the Agentic Data Cloud that grounds your models in real-time truth, up to the autonomous protection of Agentic Defense, every layer is co-designed to function as a single, unified system on a foundation of uncompromising security.
For enterprise CX leaders, this is your structural edge. Because your agents are built on this unified stack, they automatically benefit from our continuous advancements - absorbing every new DeepMind capability and hardware efficiency we achieve. This deep integration delivers the speed, safety, and cost-efficiency you need, freeing your teams to focus on building the next generation of customer experiences. The next generation of customer experiences won’t simply answer questions. They’ll understand context, reason across enterprise knowledge, collaborate with people, and take meaningful action on behalf of customers.
Our vision is to help organizations build AI agents that are proactive, personalized, and continuously improving across every customer touchpoint.
To download the full 2026 Gartner® Magic Quadrant™ for Conversational AI Platforms report, click here. For more information on CX Agent Studio and Gemini Enterprise for Customer Experience, visit our website.
Gartner, Magic Quadrant for Conversational AI Platforms, Gabriele Rigon, Justin Tung, Arup Roy, Adrian Lee, Uma Challa, July 7, 2026
Gartner, Critical Capabilities for Conversational AI Platforms, Justin Tung, Uma Challa, Adrian Lee, Gabriele Rigon, Arup Roy, July 7, 2026
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