Google is a Leader and positioned furthest in Vision and highest in Execution in the 2026 Gartner® Magic Quadrant™ for Conversational AI Platforms
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.
Key Takeaways
- More importantly, we believe it reflects the success of the organizations building with Gemini Enterprise for Customer Experience every day.
Figure 1: Magic Quadrant for Conversational AI Platforms (Image of the Gartner Magic Quadrant for Conversational AI Platforms, showing Google positioned in the "Leaders" quadrant.
- 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.
- This connected journey drives revenue growth, deeper loyalty, and lower operational costs.
Built for production AI At the center of Gemini Enterprise for Customer Experience is CX Agent Studio, Google's platform for building intelligent customer experience agents.
- 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.
- " - 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.
Stats & Key Facts
- #) Download the complimentary 2026 Gartner Magic Quadrant for Conversational AI Platforms .
- #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.
More importantly, we believe it reflects the success of the organizations building with Gemini Enterprise for Customer Experience every day. Figure 1: Magic Quadrant for Conversational AI Platforms (Image of the Gartner Magic Quadrant for Conversational AI Platforms, showing Google positioned in the "Leaders" quadrant. ) Download the complimentary 2026 Gartner Magic Quadrant for Conversational AI Platforms .
Building the next generation of customer experiences with Gemini Enterprise for Customer Experience 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. Built for production AI 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.
For more details please read the original article at Google Cloud AI.
Continue Learning
Comments
Sign in to join the conversation