321 real-world gen AI use cases from the world's leading organizations

Here’s a snapshot of how 321 of these industry leaders are putting AI to use today, creating real-world use cases that will transform tomorrow.

Retail & Consumer Goods

Best Buy is using Gemini to launch a generative AI-powered virtual assistant this summer that can troubleshoot product issues, reschedule order deliveries, manage Geek Squad subscriptions, and more; in-store and digital customer-service associates are also gaining gen AI tools to better serve customers anywhere they need help.

BrainLogic uses Anthropic’s Claude models on Vertex AI to power Zapia, a personal AI assistant that caters to the Latin American market's preference for conversational commerce. Zapia supports millions of users with product discovery, local business searches, and purchase assistance, resulting in over 90% positive user feedback.

Cainz, a Japanese home improvement chain, is creating an autonomous, next-generation store where advanced AI technologies, including generative AI, merge the best of online and offline shopping to deliver a faster, seamless consumer experience.

Carrefour Taiwan's AI Sommelier, a conversational AI service integrated into its app, helps customers select wines based on their preferences. Powered by Gemini models, the AI leverages a vast wine database to provide personalized recommendations, seamlessly integrating online and offline shopping.

Dunelm has partnered with Google Cloud to enhance its online shopping experience with a new gen AI-driven product discovery solution. This has shown significant improvements in a number of key areas, including reduced search friction, helping customers find the products they are looking for.

Eezee found Gemini models to be the most reliable option for building its Southeast Asian B2B platform that connects small businesses with suppliers of industrial and construction materials.

Etsy uses Vertex AI training to optimize its search recommendations and ads models, delivering better listing suggestions to buyers and helping sellers grow its businesses.

GroupBy, an ecommerce service provider, developed an AI-first Search and Discovery Platform powered by Vertex AI Search for Retail. This solution is meticulously designed to optimize revenue, strengthen brand loyalty, and drive sales growth for B2C and B2B retailers.

Magalu, one of Brazil’s largest retailers, has put customer service at the center of its AI strategy, including using Vertex AI to create “Lu’s Brain” to power an interactive conversational agent for Lu, Magalu's popular brand persona (the 3D bot has more than 14 million followers between TikTok and Instagram).

Mercado Libre has incorporated semantic search into its digital shopping platforms, using AI embeddings from the Vertex AI Agent Builder, which greatly improved product recommendations and discoverability for more than 200 million consumers across Latin America.

Target uses Google Cloud to power AI solutions on the Target app and Target.com, including personalized Target Circle offers and Starbucks at Drive Up, its curbside pickup solution.

Tokopedia, an Indonesian ecommerce leader, is using Vertex AI to improve data quality, increasing unique products being sold by 5%.

Wendy’s FreshAI pairs Gemini’s conversational AI capability with audio and visual elements to create a deeply personalized and tailored experience that is consistent and enjoyable for Wendy’s customers by freeing workers to focus on excellent service and meal preparation — marking the next evolution in the quick-serve restaurants.

Automotive & Logistics

Continental is using Google's data and AI technologies to develop automotive solutions that are safe, efficient, and user-focused. One of the initial outcomes of this partnership is the integration of Google Cloud's conversational AI technologies into Continental's Smart Cockpit HPC, an in-vehicle speech-command solution.

General Motors’ OnStar has been augmented with new AI features, including a virtual assistant powered by Google Cloud’s conversational AI technologies that are better able to recognize the speaker’s intent.

Mercedes Benz will infuse e-commerce capabilities into its online storefront with a gen AI-powered smart sales assistant. Mercedes also plans to expand its use of Google Cloud AI in its call centers and is using Vertex AI and Gemini to personalize marketing campaigns.

PODS worked with the advertising agency Tombras to create the “World’s Smartest Billboard” using Gemini — a campaign on its trucks that could adapt to each neighborhood in New York City, changing in real-time based on data. It hit all 299 neighborhoods in just 29 hours, creating more than 6,000 unique headlines.

UPS Capital launched DeliveryDefense Address Confidence, which uses machine learning and UPS data to provide a confidence score for shippers to help them determine the likelihood of a successful delivery.

Volkswagen of America built a virtual assistant in the myVW app, where drivers can explore their owners’ manuals and ask questions, such as, “How do I change a flat tire?” or “What does this digital cockpit indicator light mean?” Users can also use Gemini’s multimodal capabilities to see helpful information and context on indicator lights simply by pointing their smartphone cameras at the dashboard.

Healthcare & Life Sciences

Bennie Health uses Vertex AI to power its innovative employee health benefits platform, providing actionable insights and streamlining data management in order to enhance efficiency and decision-making for employees and HR teams.

Freenome is creating diagnostic tests that will help detect life-threatening diseases like cancer in the earliest, most-treatable stages — combining the latest in science and AI with the ease of a standard blood draw.

Genial Care, a Latin American healthcare network, is a reference in innovative care for children with Autism Spectrum Disorder and their families. By investing in Vertex AI, the company has improved the quality of records of sessions involving atypical children and their families, allowing caregivers to fully monitor the work carried out.

Orby is combining AI and neurotechnology, applying complex mathematical models, Google Cloud’s IT resources, and Gemini to create a “digital brain.” This solution supports patients’ rehabilitation, helping them to recover lost motor skills and reduce their pain.

Financial Services

Fundwell helps businesses secure the funding they need to grow with speed and confidence. Utilizing Google Cloud, Fundwell simplifies the customer journey by analyzing financial health with AI to match businesses with their ideal funding solution.

ING Bank aims to offer a superior customer experience and has developed a gen AI chatbot for workers to enhance self-service capabilities and improve answer quality on customer queries.

Scotiabank is using Gemini and Vertex AI to create a more personal and predictive banking experience for its clients, including powering its award winning chatbot, which continues to elevate the bank's digital offerings and highlights the value of AI technology to enhance the digital client experience.

Public Sector & Nonprofits

Bower, a Swedish startup, has created an app to gamify recycling, offering rewards to users across the Nordics and UK; they've integrated generative AI into the service so users can more easily identify and input recyclable goods into the app.

CareerVillage is building an app called Coach to empower job seekers, especially underrepresented youth, in their career preparedness; already featuring 35 career development activities, the aim is to have more than 100 by next year.

The Central Texas Regional Mobility Authority is using Vertex AI to modernize transportation operations for a smoother, more efficient journey.

Justicia Lab is developing an AI-powered assistant that will simplify legal processes for asylum seekers and immigrants; by uploading a picture from a legal letter or document, users can extract valuable information and then receive personalized guidance and next steps.

The Ministry of Labour in Qatar has launched "Ouqoul," an AI-powered platform designed to connect expatriate university graduates with job opportunities in the private sector. This platform streamlines the hiring process by integrating AI-driven candidate matching with ministry services for contract authentication and work permit issuance.

The Minnesota Division of Driver and Vehicle Services helps non-English speakers get licenses and other services with two-way, real-time translation.

mRelief has built an SMS-accessible AI chatbot to simplify the application process for the SNAP food assistance program in the U.S., featuring easy-to-understand eligibility information and direct assistance within minutes rather than days.

The New York State Department of Motor Vehicles is transforming the driver service experience with AI to enable greater efficiency and accessibility within the DMV, directly benefiting the public it serves.

Pepperdine University has students and faculty who speak many languages, and with Gemini in Google Meet, they can benefit from real-time translated captioning and notes.

Sullivan County, New York, is utilizing gen AI to enhance citizen interactions. Despite being one of the state’s smallest counties, it has become one of the first to deploy Vertex AI to augment a constituent chatbot tool; launched in under three months with minimal staff, the bot empowers residents with increased transparency and direct communication.

Tabiya has built a conversational interface, Compass, that helps young people find employment opportunities; the platform asks questions and requests information, drawing out skills and experiences and matching those to appropriate roles.

The Var department in southern France has created a team of AI experts to build AI solutions across its public service operations to see how it can make the government more responsive, efficient, and citizen-centric.

Manufacturing, Industrial & Electronics

Motorola’s Moto AI leverages Gemini and Imagen to help smartphone users unlock new levels of productivity, creativity, and enjoyment with features such as conversation summaries, notification digests, image creation, and natural language search — all with reliable responses grounded in Google Search.

Oppo/OnePlus is incorporating Gemini models and Google Cloud AI into its phones to deliver innovative customer experiences, including news and audio recording summaries, AI toolbox, and more.

Samsung is deploying Gemini Pro and Imagen 2 to its Galaxy S24 smartphones so users can take advantage of amazing features like text summarization, organization, and magical image editing.

ScottsMiracle-Gro built an AI agent on Vertex AI to provide tailored gardening advice and product recommendations for consumers.

Wited, a learning platform focused on empowering grade-school students in Latin America, used Gemini and Vertex AI to power Max AI, its 24/7 smart robot that helps students improve their learning and prepare for their next challenges.

Media, Marketing & Gaming

Dataïads helps brands maximize the ROI of their ad spend by increasing conversion rates and average order value. It is currently evaluating Vertex AI's ability to industrialize AI models it uses to distribute traffic and generate product descriptions and images.

Formula E can now summarize a two-hour long race commentary into a 2-minute podcast in any language, incorporating driver data and ongoing seasonal storylines.

Globant's Advance Video Search helps audiences find the content they need, with best-quality results. Using multimodal search in Gemini models, Globant can access specific frames within a full catalog of assets, which optimizes time and cost of operations, thus improving content monetization and boosting user engagement.

The Golden State Warriors are using AI to improve the fan experience content in its Chase Center app.

US News saw a double-digit impact in key metrics like click-through rate, time spent on page, and traffic volume to its pages after implementing Vertex AI Search.

Hospitality & Travel

Alaska Airlines is developing natural language search, providing travelers with a conversational experience powered by AI that’s akin to interacting with a knowledgeable travel agent. This chatbot aims to streamline travel booking, enhance customer experience, and reinforce brand identity.

HomeToGo, a vacation-rental app, created AI Sunny, a new AI-powered travel assistant that supports guests while booking, and has plans to build it into Super AI Sunny, an end-to-end smart travel companion.

Hotelplan Suisse built a chatbot trained on the business’s travel expertise to answer customer inquiries in real-time, and, following that success, it plans to use gen AI to create travel content.

IHG Hotels & Resorts is building a gen AI-powered chatbot to help guests easily plan their next vacation directly in the IHG One Rewards mobile app.

Mustard uses proprietary computer vision and AI technology to unlock exceptional, personalized coaching experiences for every golfer and baseball pitcher who wants to level up, all with the ease of a straightforward mobile app.

Mystifly is a Singapore-based travel tech company that has developed Mystic, a chatbot built on Google Cloud's conversational and generative AI platforms; it offers users self-serve options that reduce the need for direct agent support, improving efficiency and customer satisfaction.

Priceline’s Trip Intelligence suite features one of the travel industry’s most comprehensive array of AI tools, including more than 30 new features to dramatically streamline the travel planning and booking process.

Six Flags theme parks has built an industry-first digital assistant who can answer guests’ questions and help them plan their whole day. Six Flags will also apply Google Cloud's capabilities in AI, analytics, and infrastructure to offer improved operations, personalization, and customer experiences across Six Flags' diverse portfolio of parks.

Technogym leverages Vertex AI and Model Garden to power Technogym Coach, an AI-driven virtual trainer that creates hyper-personalized fitness programs. This increased user engagement and motivation, improved fitness outcomes, and delivered a more personalized and effective training experience.

trivago’s new “Smart AI Search” is an advanced free-text search functionality, powered by Vertex AI Search, that allows users to search for hotels using natural language, making it easier and more personalized to find the ideal accommodations.

Technology

Abstrakt uses Vertex AI to enhance contact center customer experiences by transcribing calls and evaluating sentiment in real-time. This empowers call center workers to have more effective conversations, resolve issues faster, and provide a better customer experience.

ADT is building a customer agent to help its millions of customers select, order, and set up their home security.

AUI's Apollo AI agent empowers businesses to create complex, multi-step conversational experiences for its customers. This neuro-symbolic AI agent integrates with existing systems and tools, ensuring accurate, transparent, and compliant interactions.

BMC partnered with Google Cloud to bring the power of Vertex AI and Llama 3.1 to its BMC Helix platform, which has significantly boosted accuracy for conversational AI and AIOps recommendations, giving BMC customers access to cutting-edge AI solutions tailored to their needs.

Character.ai built its realistic conversational chat platform using the full stack of Google Cloud AI services, including for model training and daily operations, allowing it to manage terabytes of conversations each day without interruption.

Gojek, an Indonesia-based super app, launched "Dira by GoTo AI," a Bahasa Indonesia AI-powered voice assistant integrated into its GoPay service, allowing customers to use voice command to eliminate typing and scrolling, and complete tasks like bill payments and money transfers with fewer steps.

Hand Talk uses AI to translate spoken and written Portuguese into Brazilian sign language using a virtual character named Hugo; the embedded AI translates the oral language into ASL gloss, then converts the gloss into signs, enabling communication and education for deaf individuals and their families.

Moveo.AI uses Vertex AI to train and deploy custom AI models for creating AI-powered customer experience agents. This has resulted in faster model development, improved customer engagement, increased revenue, and reduced customer churn for Moveo.AI's clients.

Personal AI offers a “personal language model” using only the data of one individual or brand and allowing them to control and own how it is used. Built on your own data, facts, and opinions, it creates a responsive and interactive messaging experience that helps people be more productive and deepen relationships.

Quora developed Poe, its own generative AI platform for people to discover and chat with AI-powered bots, including Gemini, Anthropic’s Claude, Meta’s Llama, and Mistral’s Large 2 — many of which are hosted on Google Cloud’s purpose-built AI infrastructure.

Sabre Travel AI has developed an AI agent that personalizes offers, optimizes revenue management, and streamlines operations for travel companies; this has led to improved customer experiences and increased revenue while fostering growth for Sabre's partners.

Snap has deployed the multimodal capability of Gemini within its “My AI” chatbot and has since seen over 2.5-times as much engagement within Snapping to My AI in the United States.

Twilio, a leading customer engagement platform, delivers the data, communication, and AI tools businesses need to create personalized customer experiences at scale.

Telecommunications

Telecom Italia (TIM) implemented a Google-powered voice agent to address many customer calls, increasing efficiency by 20%.

Business & Professional Services

Ferret.ai uses AI to offer insights about the backgrounds of people in a user's personal and professional network, providing a curated relationship intelligence and monitoring solution for its users — increasingly important services in a world of growing reputational risks.

Sutherland, a leading digital transformation company, is focused on bringing together human expertise and AI, including boosting its client-facing teams by automatically surfacing suggested responses and automating insights in real time.

Financial Services

Banestes, a Brazilian bank, used Gemini in Google Workspace to streamline work dynamics, such as accelerating credit analysis by simplifying balance sheet reviews and boosting productivity in marketing and legal departments.

Bank of New York Mellon built a virtual assistant to help employees find relevant information and answers to their questions.

Citi will use Vertex AI platform to deliver generative AI capabilities across the company, fueling generative AI initiatives related to developer toolkits, document processing, and digitization capabilities to empower customer servicing teams.

Commerzbank, a leading German bank, implemented an AI agent powered by Gemini 1.5 Pro to automate the documentation of client calls, freeing up its financial advisors from tedious manual processes; a significant reduction in processing time allowed advisors to focus on higher-value activities like building client relationships and providing personalized advice.

Discover Financial helps its 10,000 contact center representatives to search and synthesize information across detailed policies and procedures during calls.

FinQuery, a fintech company, is using Gemini for Google Workspace as a valuable productivity and collaboration tool to help in brainstorming sessions, draft emails 20% faster, manage complex cross-organizational project plans, and aid engineering teams with debugging code and evaluating new monitoring tools.

Five Sigma created an AI engine which frees up human claims handlers to focus on areas where a human touch is valuable, like complex decision-making and empathic customer service. This has led to an 80% reduction in errors, a 25% increase in adjustor’s productivity, and a 10% reduction in claims cycle processing time.

HDFC ERGO, India's leading non-life insurance company, built a pair of insurance "superapps" for the Indian market. On the 1Up app, the insurer leverages Vertex AI to give insurance agents context-sensitive "nudges" through different scenarios to facilitate the customer onboarding experience.

HDFC ERGO also runs advanced data insight from BigQuery through Vertex AI to drive highly personalized offerings for consumers in specific geographical locations.

Hiscox used BigQuery and Vertex AI to create the first AI-enhanced lead underwriting model for insurers, automating and accelerating the quoting for complex risks from three days down to a few minutes.

Loadsure utilizes Google Cloud's Document AI and Gemini AI to automate insurance claims processing, extracting data from various documents and classifying them with high accuracy. This has led to faster processing times, increased accuracy, and improved customer satisfaction by settling claims in near real-time.