SAP, in collaboration with Google Cloud, is rolling out an innovative agentic commerce architecture designed to streamline marketing and retail processes at a large scale. Research from SAP indicates that a significant 78% of businesses view AI as crucial for customer retention by 2026, yet less than 40% effectively share customer data across platforms. To tackle this issue, the two companies are enhancing their partnership to create a cohesive customer experience architecture that integrates data, AI, and commerce operations.
The new framework focuses on improving AI interactions with backend systems, moving away from fragmented APIs. By implementing the Universal Commerce Protocol, SAP Commerce Cloud enables standardized data exchanges among retailers, payment systems, and autonomous agents, allowing for a seamless retail process from search to post-sale.
This architecture also integrates Google Gemini capabilities, enabling brands to deploy a Shopping Assistant that interacts with consumers through chat and voice. By continuously refining product recommendations based on live data, the system addresses common issues like inventory mismatches and enhances overall customer satisfaction. The collaboration aims to unify the customer journey, ensuring that support teams have access to comprehensive data to resolve issues efficiently.