Gemini for Google Workspace: Developing tailored use cases that make a difference for your business

all right hello and welcome workspace Community I am goam mon or G money as my colleagues like to call me and I'm a customer engineer on the Google workspace team based out of North America and I'll be leading today's session developing tailored use cases that make a difference for your business our Focus for today will be reviewing business scenarios with the potential to drive the most value from generative AI providing you with a practical approach to prioritizing use cases based on impact an

d effort for your organization and then lastly we'll be highlighting real world examples and best practices using Gemini for workspace across various business functions including customer service marketing HR sales and more okay so let's get started gener AI has the potential to change the anatomy of work augmenting the capabilities of individual workers by automating some of their individual activities current generative Ai and other technologies have the potential to automate work activities t

hat absorb 60 to 70% of employees time today in contrast we previously estimated that technology has the potential to automate half of the time employees spend working this acceleration in the PO potential for technical automation is largely due to generative ai's increased ability to understand natural language which is required for work activities associated with occupations focused on knowledge work and according to McKenzie about 75% of the value that generative AI use cases could deliver fa

ll into these four functional areas product and Engineering Marketing sales and customer operations so across 16 business functions McKenzie examined 63 use cases in which the technology can address specific business functions and challenges in ways that produce one or more measurable outcomes examples of this include generative ai's ability to support interactions with customers generate creative content for marketing and sales as well as draft computer code based on natural language prompts am

ong many other tasks okay great so let's get down to it how does that translate into a rubric that we can apply to helping us identify the right use cases for generative AI traditionally organizations tend to apply a product Centric approach to determining the right fit between technology and the end users that will be using the technology this typically means a one-size fits approach to all and everyone one that creates a gap between business needs and it capabilities so what we're proposing he

re is a more of a user Centric approach which focuses primarily on user needs and takes into account the differences across business functions which ultimately helps the technology align with what the business specifically needs and it's really important to strike that balance uh between the overly generic View and something too specific because the more specific we get the more efforts required and the work becomes less scalable what that balance is will be determined by the needs of your own o

rganization obviously so now that we've emphasized the need for use cases to be more user Centric we need a way to describe them in a more standardized way so we do that by defining something called a scenario which simply stated describes the way an activity can be executed leveraging new it capabilities a scenario can be a desired state of an activity to be performed basically a future state that we prefer to be in a scenario can also describe the link between business needs and it capabilitie

s which can help Sol solidify and reinforce the critical role that the it organization plays in supporting the needs of the business um a well-defined scenario also provides a way for end users to understand how these new Solutions can help them achieve more in a concrete way right so basically effectively providing end users with a reason to care because they know what's in it for them but keep in mind that we can't boil the ocean identifying your business's scenarios does not mean that every p

ossible process to change should be in scope for this type of change management effort so how do you get started identifying your own user Centric use case scenarios you'll want to frame your experimentation right from the start using some of these recommendations first meet different roles in your organization right talk to people managers individuals uh Frontline workers assistants you know do workshops informal water cooler conversations individual interviews to just understand their pain poi

nts their needs their challenges Etc launch surveys to get quantitative data and validate your hypothesis um Ensure these use cases are aligned with the global strategy um or initiatives of your organization and always kind of keep continuously checking against that because it's easy to kind of lose sight of that and forget sort of that you know you always want to align with what your business's objectives are um and then you want to also Define and prioritize clear use cases that you'll be able

to measure and will bring concrete results great so now that we understand the concept of user centc use case scenarios let's take a look at the anatomy of a given scenario so typically we will start with how we want to leverage generative AI in a specific task that you will Define for example how do we want to leverage generative AI in maintaining active engagement on our social media presence next we would want to construct the actual scenario itself so this starts with identifying the role a

nd us user that is the target of the scenario so continuing our example in this case we might use the role of a social media content manager next we want to identify the particular task that this team or set of users is trying to fix so for example we can just repurpose the task we defined earlier around maintaining active social engagement on our social media presence and then lastly we want to make a decision or take an action based on the scope of the technology that's in play in this case Ge

mini here we might say so that we can demonstrate high social engagement with end users by using Gemini to generate thoughtful responses to social media comments and posts so once we've sort of composed that together here's what our completed example looks like so as a social media content manager I want to maintain active engagement on our social media presence so that we can demonstrate high social engagement with end users by using Gemini to generate thoughtful responses to social media comme

nts and posts so here's an example that will help kind of set the stage uh so that you can frame your use cases in a way that aligns best with your users your business and their needs so once our scenarios have been defined for the organization and its departments it's important to prioritize so you know where to focus first here's a quadrant analysis that correlates business value against complexity of the use case scenario which can be very very helpful for quantifying your priorities the leve

l of effort needed and the value your business will get out of this exercise so in determining what fits where consider the following right from a business value and impact perspective think about profitability employee satisfaction as well as customer satisfaction and then from a level of effort perspective consider the technical feasibility of what we're doing uh the ease of integration and then the ease of adoption um or as we as we like to sometimes call the technology process and people inv

olved in this effort and obviously you can see this quadrant analysis uh favors things that are in quadrant one for first successes and quick wins and then moving down the the line uh into those transformational scenarios and then things to keep for later um based on this analysis but we can't have a proper discussion about generative AI without talking about prompts which is pretty much what everyone is talking about these and what makes a great prompt right um great prompts usually have a vari

ety of different ingredients we found that more more specificity is just generally better for getting a good quality response from a generative AI tool so what does that mean we like to break it down into the following components so start by stating the role of the person who might consume the output from from generative AI next Define the goal or general expectation from the result set specify an audience so that the response can be crafted in that voice set a style or restriction to further se

t parameters on what the output should look like and lastly ask uh for a format for your result so in these two examples you can see there is a perfectly reasonable way to write a prompt that can be made much much better by including these key ingredients right um note that this fragment uh framework sorry is used to guide us but prompts can use or omit some of these specific components as needed right um if it's a simple request it's not always NE sales and human resources to name a few um and

then there are also additional user per personas excuse me in customer service procurement product and Engineering as well as uh with Frontline workers and don't worry that I'm going through these fairly quickly uh we'll make this information available uh for your reference as well but also keep these considerations in mind when you're identifying your personas it's worth in investing your time figuring this out upfront so you don't go down a rabbit hole right um we want to use personas and pers

onas are great and really helpful because they are these fictitious specific and concrete representations of of Target users they help prioritize features and help keep you uh keep us focused on the important task um of our Target users um they avoid overlooking any important audiences and put uh put together a wrong analysis right um that's the good but then on the other side there's also the you know the other considerations that they can be complex and time consuming um they can also you know

perpetuate or potentially create stereotypes about a group that are not necessarily reliable um and then the other thing is like when you start getting granular with things like personas uh trying to Define these very very discreet separate sort of roles and ways that users will use te technology um when you have too many of those YP of personas we we run the risk of not having any meaningful or actionable distinction between them right um so it's really important to know kind of like where the

se personas kind of uh differentiate in terms of how they'll use the technology as well all right so let's get into it um for our purposes today uh we're going to focus on four different areas uh marketing procurement customer service and HR and we'll talk through these personas and show you uh the use cases that we can develop uh for user cohorts that are each in each of these functional areas across the business so let's start with John what can John from marketing use Gemini for maybe to buil

d a detailed project tracker or to create engaging social media posts to generate internal coms as well as build image mockups for Creative Agency use okay so let's set the scene for our marketing use case scenario uh let's assume a marketing team is launching a new product and they need to go to market plan incorporating social media email announcements and visual assets Gemini and Google uh workspace will help this team do all these things we just mentioned on the last slide and here's how so

let's take us through this the events manager here would open a Google sheet and ask Gemini in order to build a project tracker uh for a few things right so one is needed is needed materials to create a physical event ask along with information about dates and vendors here you can see I'm trying to add as much specificity to a uh a request or a prompt uh is specifically in spreadsheets um because we want to have uh sort of robust column data and the more more granular information we can provide

the better um also in sheets the social uh media manager on the on the marketing team uh would ask Gemini to create a social Communications timeline for the next three months across multiple social media platforms to communicate the launch of the product right so right there we've saved a bunch of time by having these ad hoc project plans created uh without having to put much effort in uh also leveraging uh Advanced capabilities within spreadsheets like conditional formatting drop down menus Etc

which we all know can take a long time to kind of futs with and and tweak to to get to what we need them to do so this really acts as a an amazing a combination of Gemini uh and smart chips to get the job done much more quickly and then finally on the the marketing side tasked with communicating to the team's creative agency a set of visuals to represent the new product line marketers can ask Gemini in slides to generate original imagery using only text descriptions that outline their vision of

the product and its marketing strategy this can then be shared with the creative agency so that they can start putting together production ready Creative Concepts and assets together for the launch in much less time right and if the agency doesn't use slides no big deal because we already have all the Standard Export options to send out as a PowerPoint a PDF or number of other image formats as well and I really like to point this one out my my own partner uh is a marketer and really you know fi

nds a lot of value in the ability to convey creative ideas uh to a creative agency because I know marketers probably like to fancy themselves as creative but they're not they're not not always able to kind of build you know produce that sort of final product but this allows a way for marketers to be able to convey ideas in a much more robust and uh visually appealing way that then the agencies that then make the final production uh level content that goes into marketing into print ads Etc ET can

actually uh build it from something that is a a vision that is a reflection of what uh the marketing for your organization wants wants to produce so ultimately in summary Gemini for marketing uh can help in a number of areas right so increased efficiency Gemini saves valuable time by automating repetitive tasks and generating content suggestions allowing us to focus on strategic planning and creative brainstorming we also provide personalized customer experiences right so Gemini personalizes em

ails social media interactions website content leading to Stronger customer relationships and increased brand loyalty there's also datadriven decision-making that it enables Gemini provides insightful data uh and analytics as well as uh quick content generation for AB testing which is a Hallmark of a lot of marketing um allowing informed decisions about campaigns budget allocation as well as target audience selection um we also uh you know provide improved visual concepting right so Gemini like

I said Fosters creative ideas to take shape Faster by improving communication between marketers and creative agencies and so overall Gemini empowers marketers to work smarter and Achieve better results making uh for a more efficient and successful retail uh marketing team okay great so let's move on to our our next Persona uh Claudia from procurement what does she want to use Gemini for maybe to help negotiate effectively using data from past deals streamlining communication and quickly uh draft

Outreach emails all right so let's set the scene for our procurement use case scenario a purchasing team at a midsized grocery chain is responsible for acquiring new inventory for their upcoming holiday season they need to identify the most popular seasonal food items predict demand accurately as well as negotiate favorable pricing with suppliers traditionally they would rely on past year sales data industry reports and personal experience to make purchase decisions this P this approach can be

timec consuming and prone to biases or or inaccuracies so that's where procurement can leverage Gemini to assess multiple supplyer proposals and find the most cost-effective solution so here we would leverage Gemini to assess multiple mult excuse me multiple supplier proposals and find the most cost-effective option we prompt the AI to compare three supplier proposals for holiday food items and again here specificity helps quite a bit analyze pricing delivery terms and product quality to identif

y the best option here Gemini then provides a comparative analysis highlighting strengths and weaknesses of each proposal enabling informed uh decision- making and one thing I want to call out here is uh the the visual on the on the screen here is is showing our um our side panel which is on our road mapap to be launched uh uh in the next quarter and um it was really going to kind of facilit itate a lot of uh this type of work where you're able to look at multiple documents uh pull them into Gem

ini and ask it to do something uh based on a prompt or it to just uh look through the document and give you a summary um to basically get you on your way to uh getting your work done uh without having to kind of comb through uh tons and tons of documents manually so procurement can also use Gemini Gmail to draft persuasive emails to suppliers negotiate prices and finalize purchase orders they might prompt to compose an email to supplier X expressing interest in their proposal but re requesting a

x% discount due to bulk purchase volume and Gemini will then create that into a professional and persuasive email saving the te time team and effort so in summary Gemini can help procurement in a number of areas so improve demand forecasting accurate uh uh accurately reduce the risk of overstocking and understocking optimizing Inventory management and reducing waste uh enhance negotiation power so Gemini's Insight insights Empower you to negotiate effectively with suppliers securing better pric

es and terms we also uh provide increased efficiency right so Gemini automates data analysis report support generation email uh communication freeing up valuable time to focus on these strategic tasks so in short this example showcases how Gemini empowers purchasing department employees to leverage data predict demand negotiate effectively and communicate efficiently by streamlining these critical tasks Gemini helps maximize profitability optimize inventory management and drive success in the re

tail space all right so let's hear what Barbara from customer service has to say what can she use Gemini for to maybe quickly generate highquality personalized responses to customers to take notes in real time during video calls and have them summarized by Gemini help give useful advice to customers as well as improve improve soft skills so let's set the stage here for our customer service use case scenario a support center team handles a high volume of phone calls chats and emails from customer

s they're struggling to keep up with the volume of asks and the required follow-ups and customer satisfaction is is is suffering as a result so that's where the customer service uh can can leverage Gemini to streamline their work so in our first scenario here uh a customer service rep at an electronic store receives an email from a customer who recently received a new smartphone and they're frustrated because the fingerprint sensor isn't working traditionally the rep would would try to help the

customer by by providing some generic troubleshooting steps over email potentially leading to a frustrating back and forth communication but with Gemini's help me write prompt in Gmail we can analyze the customers email extract key information so that the first support response can feel more thoughtful um and then we can basically include that in the email and summarize the customer's issues and identify the specific model of phone the types of issue um as well as steps they can take uh Gemini s

ummarizes that problem identifies the model names uh and then ensures that the customer has all the necessary information um and has a good initial experience with their support rep regardless of of their experience level um so advice is something that customer service generally needs to provide and that's something that jeem and I can help facilitate um especially when when offering uh tailored support that seem that makes it feel more individualized for the for the for the user so here uh the

rep might prompt AI uh to provide a step-by-step guide for a customer who is not very tech-savvy uh Gemini would provide various resources including easy to follow guides stepbystep tutorials Etc and then improving soft skills this is sort of like a a broad sort of General thing but I think is is kind of important here to call out because crafting a helpful and empathetic response in a customer service environment where you have unhappy customers potentially um is is a really important thing uh

to be able to do well in a customer service role um so with the help of of Gemini we're able to craft a personalized email response to an unhappy customer um we can prompt it to you know uh build an email to the customer acknowledging frustration providing whatever resources they need any additional support maybe even uh a phone assistance or an inore appointment being that they're uh an electronic store um and what what Gemini does here is it will generate a friendly and informative email that

addresses the customer concerns and demonstrates Barbara's willingness to help um but but really what I want to call out here is that um you know people have different skill sets and personalities and uh being able to kind of empathetically work with a customer take some coaching and skill uh sometimes we have Junior customer service reps that join a team this will really help them kind of uh have have that sort of empathetic voice um regardless of their sort of their skill level or experience u

m in that type of role here's one that um you probably are somewhat familiar with because we you know uh support uh transcribing meetings uh in Google meet today but something that we can sort of take further and take more advantage of right so um we might have a situation where a customer service rep needs to meet with a customer on let's say a video call uh with their customer uh she might use Google meet uh live transcribed features to be able to basically conduct the meeting let's say hands-

free focusing on the customer not taking notes but um but really engaged with what the customer is saying right and once she's done with her meeting she's able to go uh back into a document that has verbosely captured uh all of the notes from the meeting and that's where we can basically leverage Gemini uh to take that do take that meeting transcript destion that's been automatically ported into a Google doc uh and then ask Gemini to summarize it as well as provide any action items for her um th

is way she can focus on getting the customer the answers they need in a timely manner and not you know spending time on taking uh on doing diligent uh note taking so ultimately Gemini can help customer service in a number of areas improved issue resolution Gemini's assistance saves times and saves time excuse me and helps Barbara understand the customers issue better leading to faster and more specific Solutions uh we we provide enhanced communication so Gemini can help uh Barber craft personali

zed and empathetic email responses uh ensuring that the customer feels heard and valued um we can also help increase customer satisfaction thanks to the efficient and personalized support uh customers can feel valued and and empowered to uh have their problems solved uh by their support rep um and then a reduced workload right which I think is really important customer service it's very uh sort of um you know demand-based uh workload so anything we can do to sort of ease that burden uh Gemini ca

n can help with sort of researching creating content taking notes on calls like I mentioned just before um and then allowing the the rep to focus on providing that excellent customer service and so all this highlights how Gemini in Gmail and across all the workspace can transform customer service interactions in and and basically utilize ai's power to understand customer needs uh provide Target uh targeted assistance and craft personalized responses um this this allows folks in that Realm includ

ing customer service maybe even Frontline workers to Foster stronger relationships and ensure satisfactory and even uh pleasing outcomes for for every single customer all right so that brings us to the last of our four personas uh so what does Ralph from Human res resources uh want to use Gemini for so he might try or want to use Gemini to write descriptions for open positions based on simple prompts might want to personalize candidate Outreach summarize employee benefits or handbook information

and quickly draft questions to prepare for interviews okay great so let's set the scene here Baron an HR Manager at koala craft which is a large Australian retailer specializing in handcrafted home wearers leverages Gemini to enhance her daily tasks and improve employee experiences so what does that mean here first writing job descriptions right so beon can use Gemini uh to write compelling and accurate job descriptions for open positions based on on simple prompts so she might ask to to genera

te a job description for a retail associate responsible for providing product knowledge demonstrating strong communication skills and then we can go even deeper to include uh skill sets and requirements in the job description um again the more specificity in our prompts the better so beon here can also leverage Gemini in the help me write feature in Gmail to write to a candidate for an open position uh recruiters HR very very uh getting an influx of of of candidates for open positions uh this wi

ll help kind of uh facilitate that process of response that initial response in a way that's scalable quick but also uh feels personalized to the to the candidate um because some time was put into crafting uh the message through Gemini another thing that here that that potentially um that Fein can do is use Gemini to write a comprehensive summary of the employee code of conduct from an internal doc right so we have a lot of times these big large massive docs internally um you know they're helpfu

l but um end users don't necessarily want to to go through them and and have to uh have to read them end to end to be able to understand things like uh code of conduct or other policies that um HR has to maintain or communicate to their to their end users right so being able to take these sort of lar large uh bodies of content and distill them down so that users can kind of get the the gist of it quickly um is also a big timesaver and then lastly here I just want to highlight uh the modality of

Gemini right we're you know a very mobile uh uh friendly forward company and you know have been uh including Gemini in our our mobile experience uh almost right from the GetGo um and so you can see here we can use Gemini uh and help me write the um to basically generate questions for an interview for a role anytime anywhere um specifically pointing out that this can all be done on the Fly um regardless of where you are um still leveraging Gemini the same you would get on your desktop um and then

be able to do the things that um you would you would have done there as well like uh adjusting for for length for tone uh with options to expand uh shorten as well as uh rephrase so ultimately Gemini can help HR in a number of areas enhanced recruitment Gemini streamlines the the hiring process by automating initial resume screening and identifying qualified candidates leading to faster and more efficient recruitment uh it will also help with improved onboarding so personalized onboarding exper

iences ensure new employees feel welcomed and informed leading to faster integration and higher productivity and then personalized development so Gemini personalizes feedback and development opportunities helping employees reach their full potential and Achieve uh their goals in their career and then increased engagement right so by gathering feedback and addressing concerns Gemini Fosters are more engaged in s satisfied Workforce improving productivity and reducing turnover um overall Gemini pr

ovides HR and empowers them with the uh ability to be more effective by automating tasks providing insights and facilitating employee development resulting in a more engaged and productive Workforce and that brings us to the end of our presented material we hope that you found our overview on developing tailored use cases for Gemini helpful here are a few links and a reminder to uh not forget about Google next which is coming up uh from April 9th to the 11th at the Mandalay Bay in Las Vegas um a

nd with that we'll open it up for questions and I believe leave we have a couple of questions that came in were already actually prepopulated on my slide for me so um I will take a stab at these first so um first one is how can we use Gemini for workspace in our organization with our own materials as a data set um and I'll read both because they're uh they're both similar questions is it possible to fetch data from different internal sources such are support articles contracts guidelines Etc and

then use natural language to get correct answers to internal questions questions as a way to efficiently create presentations reports or analyses based on that material so couple of answers here right so the one way to do it and this involves our our partner and friends on the on the Google Cloud side is to leverage something like vertex uh which has an integration with Google workspace to basically be able to pull in uh specific uh data and uh that's from your own Corpus within your organizati

on to be able to inform um how the generative AI uh provides answers uh from your prompts um and what what we do is um we we we have a an integration which allows you to surface that information inside of a Google doc so that's one way there's some you know um uh kind of great great uh Solutions there I also want to point out a couple things here uh that are uh on our road map uh uh you know coming out very soon uh something I I briefly uh touched on earlier uh during the presentation was around

our side panel which is uh you know our assistant that will follow you around in workspace um something that's coming out in Q2 what that will allow you to do in terms of using your own materials as a data set is to basically reference your own Google Documents Andor Gmail uh uh emails to basically come up with um responses that are informed by that type of type of uh type of information that's custom to your organization and the last thing I just want to point out um and this isn't necessarily

generative AI but is also part of the workspace platform is uh is Google Cloud search and being able to integrate uh thirdparty data into it as well um uh being able to uh pull all your Discord sources in there uh gets you uh uh to to some of that as well um using the workstat platform and then let's see all right so I think we had some live questions in uh and so let me read off of them and try I'll do my best to answer and anything we can't um we will follow up with you um as well so uh one q

uestion was does workspace provide uh an SDK for integration um and so we believe that uh is is something I'll need to get back to on I'm not 100% I know we're working on some Integrations there's uh there there's extensions and add-ons that we're that we're working on um but we'll get you a more definitive answer on that um when uh when we get that answer we'll follow up with you next question uh is around can you give an example of report generation uh is it from a Google sheet um so I am not

fully sure what the context of the the question was um we are working on on capabilities that will allow um data to be populated inside of spreadsheets help me analyze uh uh sorry help me organize also allows um data to be uh pulled into a report as as well inside of spreadsheets um the next question is does help me write in Gmail still put a placeholder in for the name instead of extracting it from the males that you're that you're writing um I'm I'll answer this sort of observationally I've I'

ve seen it now starting to use uh my name when I'm using using it in in email drafts so um uh you should be seeing uh it sort of tailoring itself based on the the you know the context of who you are um the next question is when Gemini summarizes a large document can it link it to the sections of the document it's summarized so the re reader can get more information so so something that we we're we're doing that uh is in line with that with the nature of that question is our in you'll see this so

rt of in our Standalone Gemini uh tool which is a conversational um you know chat assistant um when you when you uh enter prompts into there and you get outputs from it um you're able to then uh check against a Google search to understand the source of where uh the outputs from your prompt uh came from to basically help you one you know check it for accuracy and just to kind of dig in and understand where that where that information came from um and then the last question it's uh do we have any

stats uh on increased engagement um to uh we are working on reporting that will help uh you understand more uh more utilization and how your users are using uh Gemini in your organization that is also something on our road map um with uh with reporting that's coming up um in the next in the next quarter I believe and I believe that was our last question all right so with that I want to thank everyone for joining us today uh on the workspace community and um we appreciate your time and we will fo

llow up with you on any questions that we were not able to answer here today um thank you so much for your time