This weekly update shows how artificial intelligence agents are changing customer service around the world. Google Cloud introduced a new AI platform called Gemini Enterprise for Customer Experience on January 8 that helps businesses manage shopping and customer support all in one place. The platform uses smart AI agents that can help customers find products, complete purchases, and solve problems without jumping between different websites or apps. Big companies like Kroger, Lowe's, Papa Johns, and Woolworths Group are already using this new system.

The shift toward agentic AI means that machines are doing more than just answering questions now—they are actually completing tasks for customers. According to research from Gartner, 91% of company leaders are being pushed to use AI to make customer service better and faster. More than 80% of organizations expect to have fewer customer service workers over the next 18 months because AI is handling routine work. However, this does not mean humans are disappearing from customer service. Instead, workers are moving into roles that need more creativity, empathy, and problem-solving skills.

Around the world, companies are discovering that conversational AI is becoming essential for good customer service. In banking, AI is already solving up to 80% of customer questions, and this number is expected to jump to over 90% by the end of 2026. New AI features like real-time translation and emotion detection are making support better for people speaking different languages. For example, AI can now understand when a customer is frustrated and change its tone to be more helpful.

Companies like Shopify are also joining the movement by creating agentic storefronts—special AI agents that let customers shop inside conversations on ChatGPT, Perplexity, and other AI platforms. This means customers might soon be able to talk to an AI, buy things, and complete their purchase all without leaving the chat. The big picture for 2026 is clear: AI agents are moving from experiments to real, working systems that millions of customers use every day.