The success of Gemini has driven Alphabet’s Q2 earnings call to a major CX milestone, with its agents now autonomously resolving 75% of Google Ads support queries.
The result reflects a broader strategy to place AI across the customer lifecycle from enterprise service automation and conversational search to agentic shopping, bookings, advertising and sales enablement.
Investors will now be assessing whether Alphabet can sustain this momentum while generating returns that justify the rapidly rising cost of the AI infrastructure behind it.
Philipp Schindler, SVP and Chief Business Officer at Alphabet, explained that Google’s Gemini-powered agents are now handling the majority of Ads support queries.
“Our ads customer support teams use Gemini-powered agentic solutions that now autonomously address 75% of support queries, freeing them to solve our customers’ most complex challenges.”
The Success of Gemini Enterprise
Gemini in CX has proved substantial in Q2, as Alphabet reveal that agentic AI is now becoming an operational layer for customer service, with Google using Gemini-powered agents as the first point of contact for customer support.
With ads customer support teams now addressing 75% of support queries, AI success will be measured in high-volume handling and lowered complexity work that is completed quickly and accurately, ensuring employees on human-required queries.
Sundar Pichai, CEO of Alphabet, explained that the company's enterprise AI strategy is increasingly focused on helping businesses embed AI into day-to-day operations.
"Gemini is transforming how millions of businesses use AI to build custom agents, automate processes, improve cybersecurity, manage customer relationships, streamline data analytics, collaborate effectively, and more," he said.
"One of the strongest parts of our growth comes from the rapid adoption of our Gemini Enterprise platform. It’s differentiated with easy-to-use tools to build agents and automate processes, connectivity to enterprise systems, cost management, and governance tools."
Today, successful customer service automation now depends on clear enterprise context, allowing AI agents access to business systems, customer records, governance controls, and organizational knowledge for accurate issue resolution.
AI Mode Reaches 1BN Monthly Active Users
Alphabet's AI strategy in Q2 has significantly reshaped the customer journey, integrating AI further into search, recommendations, and transactions into a single flow.
“Since expanding AI Mode globally last October, we have surpassed 1 billion monthly active users,” Pichai emphasized.
Furthermore, the Gemini app now serves 950 million monthly active users, revealing the increasing popularity of conversational interfaces in digital customer journeys.
Alphabet is also designing commercial experiences where AI helps customers complete tasks with fewer interruptions, with users across AI Overviews and AI Mode now asking longer, more detailed questions, creating opportunities for brands to deliver more relevant advertising.
For marketers and CX teams, AI with more context can enable intent-driven conversations, matching customers more accurately with products and services at the right moments.
This includes the implementation of Universal Commerce Protocol (UCP), an open-source standard designed to enable agentic commerce across retailers, as well as Universal Cart allowing shoppers to add products from multiple retailers and complete purchases through a single experience.
These initiatives reduce the number of steps between product discovery and conversion, addressing one of the longstanding friction points in online commerce.
“Booking Holdings expanded a multi-year cloud commitment and are partnering closely to advance our AI-powered ad formats," explained Schindler.
