An onstage Gems demonstration showed how workers could use AI agents to automate processing customer service by sharing complaints with other employees via Google Chat, looking up product literature, referencing an internal genAI model for further answers, and automatically sending a possible resolution to customers.

Gems use Google’s Gemini AI model to analyze information, prioritize tasks, and generate feedback.

“These are AI experts you can create to solve particular tasks… you can actually have a team of Gems working together to solve these issues for you,” said Farhaz Karmali, Google’s product director for the Workspace ecosystem, during a keynote on the second day of Google I/O.