Wesfarmers has selected Google Cloud to help support a new generation of agentic experiences for millions of customers and thousands of team members.

The multi-year collaboration will bring agentic AI to Wesfarmers’ retail businesses – including Kmart, Officeworks, Priceline, and OnePass – to make shopping personalized and enhance employee productivity.

“AI is fundamentally changing the retail sector, enabling companies to develop deeper connections with their customers with every interaction,” said Thomas Kurian, CEO, Google Cloud.

“By integrating Google’s agentic AI across Wesfarmers’ iconic brands, we aren’t just digitising the storefront – we are helping them reimagine every customer touchpoint and automate their internal processes.”

Addressing challenges in modern retail

The collaboration tackles two of the biggest challenges in modern retail: growing customer expectations for fast, personalised service, and increasing operational complexity across large, multi-brand businesses.

For customers, this means more seamless and intuitive shopping across Wesfarmers’ digital channels and in-store. For Wesfarmers team members, it means more time to focus on innovation, decision-making and operational priorities.

“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,” said Rob Scott, Managing Director, Wesfarmers.

“Google Cloud’s capabilities will support the development of agentic solutions that enhance customer experiences and enable our teams to focus on higher-value work.”

Improving end-to-end retail

Wesfarmers will deploy Google Cloud’s AI capabilities to improve both the customer retail shopping journey and the tools available to retail support teams:

• Agentic shopping experiences: By deploying Gemini Enterprise for Customer Experience, Wesfarmers is building tools that help customers find products more easily, receive relevant recommendations and move smoothly from search to post-purchase. Wesfarmers is also actively piloting cross-divisional agentic shopping with customers through Search with OnePass, allowing customers to search and shop conversationally across multiple retail brands in one place.
• Elevated customer support: Wesfarmers is working with its retail divisions to deliver faster, more personalised customer support through new AI assistants. Unlike traditional scripted chatbots, these tools – developed using Google Cloud AI – can understand context across a conversation, helping resolve enquiries more efficiently.
• Empowering team members: Wesfarmers has made Gemini Enterprise available to all retail divisions, providing teams access to advanced AI tools that help them analyse information, automate routine tasks and support decision-making across functions including operations, customer service, engineering, marketing and finance.

Building future capability and skilling

Wesfarmers is investing in training, providing team members with the skills they need to use AI confidently, securely and responsibly. Google Cloud will also deliver a custom AI upskilling program to train leaders and team members across several Wesfarmers divisions, with training adapted to different roles – from store-based teams to support centres – with the goal to help team members move beyond just using AI tools to actively identifying new ways to improve their daily work and create better experiences for customers.