Name: Taking Gemini to the skies to redefine customer support at United Airlines
Start: 2025-04-25T20:14:00Z
End: 2025-04-25T20:14:40.000Z
Location: BrightTALK

Learn how to bring AI to real-world experiences quickly, efficiently, and responsibly, powered by Google's most advanced technology and models. Explore tools from Google Cloud that make it easier for developers to build with AI and new AI-powered experiences across our cloud portfolio. Powered by AI, uplevel customer service, enhance employee productivity, automate business processes, and more. 

Join our product management leadership for the latest Cloud AI roadmap session. Get a 20-minute, fast-paced briefing on our product strategy, recent advancements including Gemini 3 - our most powerful model yet, built on agentic reasoning and multimodality.

AI Roadmap Series: Cloud Innovation

AI is moving at unprecedented speed. Your competitive advantage no longer relies solely on having the best AI tools, but on your people knowing how to use them to drive business value. This strategic webinar delivers the blueprint for creating an AI-fluent organization. We'll show you how to design a practical, future-proof AI skills development framework that quickly elevates technical and non-technical teams, turning your workforce into a powerful, competitive differentiator.

The AI Skill Shift: Creating a Culture of AI Fluency and Skills for Rapid Digital Transformation

Six months ago at Google Cloud Next '25, a standing-room-only session with executives from Anthropic, Databricks, Oracle, SAP, The Enterprise AI Playbook: Five Must-Have Strategies, outlined five essential strategies that every enterprise needs for AI success. Given the rapid pace of change, are those strategies still valid? Half a year later, the market and technology have matured. Join executives from Anthropic, Databricks, Oracle, and Google Cloud as they reconvene to discuss how the core playbook has evolved and discuss the hard-won lessons from the last six months. They will dive back into which of the original five strategies remain critical, which have been obsoleted, and the new imperatives organizations must adopt today to successfully move from pilot projects to production-grade, responsible AI at scale.

The Five Essential Enterprise AI Strategies: Six Months Later with Databricks

Unlocking a true step-change in productivity requires more than just a chatbot, it requires scaling AI agents that can securely automate complex workflows. This session explores how Google’s AI platform is designed to transform work by empowering every individual to be a force multiplier. We’ll show real-world examples of how customers are using Gemini and Google Workspace in their organizations today, and demos of use cases that highlights how to connect your company's data and the tools you already use.

Gemini Enterprise and the New Way to Work

Leading companies are already deploying intelligent AI Agents that operate independently to execute tasks, leading to measurable business value. This agent-driven shift is delivering rapid returns, with a high percentage of early adopters (88%) achieving positive ROI within their first year. Drawing on insights from our comprehensive global study of 3,466 business leaders, The ROI of AI 2025, this webinar will equip you with a blueprint to move past experimentation and scale your AI initiatives for maximum commercial impact.

The ROI Blueprint: How to Scale AI Agents for Measurable Business Value

Five Essential Enterprise AI Strategies: Six Months Later with Oracle

From Theory to Reality: Revisiting the Five Essential AI Strategies That Work Now

Revisit the concepts discussed and get the strategic takeaways. Ask questions and interact with the leading industry experts to further advance your knowledge.

Module 4: Key learnings and QA

Successfully leveraging AI in manufacturing is not a one-off project; it's a continuous journey of innovation and adaptation. Jake and Jim will discuss the  need  of an open ecosystem of partners to deliver a breadth of customer solutions. A trusted community of partners can help you move from experimentation, to acceleration, to scale.

Zoom in: Building Continuous AI Innovation & Adaptation

The next frontier of AI-driven value in manufacturing lies not just within our own four walls, but in the intelligent connections we build across our ecosystem. Berardino and Jake will discuss how you can go beyond internal optimization to how AI can unlock collaborative advantages with suppliers, customers, or technology partners in an interconnected value network.

Zoom out: AI-Driven Ecosystem Opportunities & Strategic Alliances

Module 3: Key learnings and QA

Orchestrating the seamless flow of data from edge and enterprise systems is crucial for unlocking the full potential of scaled AI. This discussion will delve into critical OT/IT integration points and show you how AI can give you a holistic view of operations.

Zoom in: Optimizing Data Flow from Shop Floor and Enterprise Systems

To truly unlock AI's transformative potential in manufacturing, you need a proactive, enterprise-wide data strategy. This strategy needs to address how critical data is collected, stored, governed, integrated, secured, and ultimately leveraged for AI-driven insights. Jake and Walker will discuss how you can architect the foundational pillars of such a strategy, ensuring your data becomes a competitive asset, not a liability.

Zoom out: Data Strategies for AI-Powered Manufacturing

Module 2: Key learnings and QA

Learn how to manage AI costs across various model and project deployments. Dave and Eric will focus on key areas such as strategies for projecting AI spend at both the workload and enterprise level, implementing cost showback mechanisms, optimizing AI spending, and developing business plans and forecasts using ML and GenAI.

Zoom in: Effectively managing AI costs

Adopting AI successfully needs a comprehensive view of the technology and financial footprint, far beyond initial software or pilot costs. Enterprise-wide AI encompasses infrastructure upgrades, specialized talent acquisition and training, data management, integration efforts, change management, and more. Join Jake and Jonathan to learn more about the critical cost levers for strategic AI planning.

Zoom out: Modeling for Scaled AI

Module 1: Key learnings and QA

From AI agents that are revolutionizing how businesses operate, to critical infrastructure, Praveen will talk about how Google Cloud is at the forefront of this shift, empowering hundreds of organizations to transform experiences across critical areas of the manufacturing value chain.

Zoom in: AI-enabled operations of the future

Explore a future where AI agents from different platforms work together seamlessly. This session focuses on Salesforce and Google Cloud's partnership to develop a standardized approach for multi-agent communication and collaboration. Learn how agent interoperability between Salesforce Agentforce and Google Conversational Agents can handle complex customer interactions, ensuring smooth coordination. Join us to discover the latest advancements that enhance productivity and efficiency.

Humans and AI agents together—driving success with Salesforce and Google Cloud

Join Kieren Jameson, Director of Google Cloud Learning Content, and Andrey Tapekha, Chief Technology Officer of Deutsche Bank North America, to explore the transformative power of creating a culture of continuous learning in the age of AI. This session delves into how building – and validating – skills can be a cornerstone for both individual career growth and organizational advancement. And it’s better for your return on investment (ROI) too: 73% of leaders and decision-makers report a revenue increase since engaging with Google’s learning services.

The ROI of continuous learning: Build and validate skills to close the AI skills gap

Audiences around the world have almost limitless access to content that’s only a click, swipe, or voice command away. Companies are embracing cloud capabilities to evolve from traditional media companies into media-tech and media-AI companies. Join us to discover how the cloud is maximizing personalization and monetization to enable the next generation of AI-powered streaming experiences for audiences everywhere.

Disrupting streaming experiences with AI transformation

Generative AI has revolutionized the business landscape, but many companies struggle to realize the full benefits of scaling from pilot to at-scale transformations. Discover how companies are partnering with Google Cloud Consulting to better quantify the business value, understand the total cost of ownership (TCO) of gen AI use cases, and prioritize their AI investments – key lessons that can we learn from the companies leading the AI transformation.

AI Investment to impact: Unlocking sustainable ROI with Google Cloud

AI offers the opportunity to transform manufacturing. In this session, we’ll share Google Cloud’s perspective and specific use cases that can boost productivity and operational efficiency, including new research findings. The session features customers at the forefront of the AI revolution and the foundational pillars that manufacturers need to innovate at scale.

AI-powered operations of the future

Leading financial institutions are driving significant change by transforming core business functions with AI agents, and delivering tangible results. Join us to explore their strategies, the future impact of AI agents, and how other financial services companies can adopt similar approaches.

AI agents: Driving results in financial services

The rise of AI agents is poised to disrupt every industry, transforming the way we work and conduct business. This session will explore the transformative power of agentic workflows and provide a glimpse into what an agentic future might entail across industries. We'll discuss the strategic implications of this emerging technology and equip business leaders with the knowledge and insights needed to navigate the agentic frontier and capitalize on the opportunities it presents.

Extracting industry value from agentic AI

In this session, we'll delve into how AI is reshaping the landscape for leading brands. We'll examine the concrete ways AI is being used to enhance marketing effectiveness, drive operational efficiency, and build sophisticated agentic systems. We'll showcase how Google Cloud's AI solutions can enable brands to gain actionable insights from data, automate complex processes, and create seamless, personalized customer experiences. Learn how to unlock the power of AI to elevate your brand's performance and achieve sustainable growth.

Scaling CPG transformation: From vision to value

Companies are improving customer experience and lowering costs with Google AI. Join this session to learn about our end-to-end customer engagement application that provides AI agents for self-service, agent assistance, and operational insights. Discover how you can achieve the same business impact our customers are realizing.

Customer Engagement Suite: Elevate customer experiences with Google AI

Google Cloud Next 25

This session delves into the practical applications of AI in transforming customer support within the travel and retail industries. We’ll examine how businesses are pairing real-time digital insights with AI-powered conversational servicing to enhance customer interactions and streamline support processes. Explore real-world examples of how these advancements are leading to significant improvements in efficiency, customer satisfaction, and agent empowerment.

Taking Gemini to the skies to redefine customer support at United Airlines

Artificial Intelligence

Automation

Business Transformation

Customer Care

Customer Experience

Generative AI

Productivity

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Cloud Computing

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Big Data and Data Management

Get powerful marketing data and analytics insights from influential experts. Connect with thought leaders and colleagues to get the most up-to-date knowledge on the analytics that quantify your investments.

Data and Analytics

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Information Technology

Get powerful insights on how to best serve today's customers. If you want to create a successful customer experience today, you will have to appeal to the need for “alone together” time. Millennials, Gen X, Boomers or Silent Generation all look for shared but individual experiences.

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Sales

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Emerging Technologies

The research and development community on BrightTALK brings together leading professionals in healthcare, technology and manufacturing to present on current topics in their fields. From big data in healthcare to online forensics training and medical research practices, the community is an exceptional resource for those looking to expand their knowledge. Be part of the conversation by joining the community and participating in interactive live webinars.

Taking Gemini to the skies to redefine customer support at United Airlines

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About this talk

Google Cloud AI