Customer ServiceVerified
Reviewed and published by trentmaziarz, May 11, 2026. Discovered and drafted by our automated research pipeline.
P&G deployed an internal AI tool called Project Genie that helps more than 800 customer service representatives answer consumer questions faster by automatically searching and summarizing information from internal knowledge bases and help documents. Project Genie is a tool for human agents, not a consumer-facing chatbot.
Details
Project Genie uses generative AI and natural language processing to receive an incoming consumer query, search multiple internal knowledge bases, and synthesize a concise, consumer-friendly draft response for the human representative to review and send. P&G's official blog confirmed the tool serves over 800 customer service reps and has reduced question processing time. MIT Sloan Management Review, citing P&G's VP of Enterprise Data Science Jeff Goldman, described it as synthesizing information from 'articles and help documents to provide information to over 800 customer service reps, greatly reducing question processing time.'
Products affected
Project Genie
Sources & Evidence
News Article
Cite this record
Trace Foundation. (2026). Procter & Gamble: P&G deployed an internal AI tool called Project Genie that helps more than 800 customer service representatives answer consumer questions faster by automatically searching and summarizing information from internal knowledge bases and help documents. Project Genie is a tool for human agents, not a consumer-facing chatbot (data as of 2026-05-11) [Data set record]. AI Trace. https://www.aitrace.org/r/practice/326d2fe9-e33d-4aa8-8817-5f8423b26618. Accessed October 5, 2026.
- Stable link
- https://www.aitrace.org/r/practice/326d2fe9-e33d-4aa8-8817-5f8423b26618
- Data as of
- May 11, 2026
- Last verified
- Not recorded
Other practices by Procter & Gamble
Data AnalysisP&G uses an internal AI system called the Perfume Development Digital Suite to help its R&D scientists design new fragrances up to five times faster than was previously possible. The system analyzes millions of data points and builds predictive models of what scent profiles consumers will find appealing. P&G's Chief R&D Officer confirmed this practice on P&G's official blog in December 2024.Data AnalysisP&G uses an AI-powered analytics platform built with KNIME and partner phData that automatically integrates data from across its supply chain — covering 5,000 products and 22,000 components — to generate real-time demand forecasts and supply projections, replacing a process that previously required hundreds of hours of manual data work by experts from five divisions.ProductivityP&G deployed an internal suite of generative AI tools — chatPG, askPG, and imagePG — that employees use daily for tasks including drafting text, querying internal documents, and generating and analyzing images for advertising. The suite launched company-wide in late 2023 and had reached more than 30,000 users as of late 2024.
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