New AI Integrations in Adobe Experience Platform

Our mission at Adobe Experience Cloud Engineering is to help brands deliver one-to-one personalization in real-time, so that your customers get the right experiences, across every touchpoint, at the optimal time in their journey with your brand.

But there are some hurdles: The integration of new technologies into your mar-tech portfolio as they come to market; fragmented customer profiles; the expectation to react real-time to customer signals; increasing trust and privacy requirements; and a growing skills gap — there’s just not enough technical expertise to drive the volume of experiences and campaigns required by digital-first brands.

So that’s where we come in. Five years ago, we introduced Adobe Experience Platform (AEP). With Adobe Experience Platform, we unified siloed data, across digital and enterprise sources, built unified customer profiles, and developed 3 industry-defining apps that sit on top of this rich data layer: Adobe Real-Time CDP (RTCDP) to construct real-time audiences; Adobe Journey Optimizer (AJO) to deliver omni-channel experiences; and Adobe Customer Journey Analytics (CJA) to analyze and measure the impact of these experiences.

We also made sure our new unified customer profiles could also power web personalization in Adobe Target, and marketing automation in Adobe Campaign and Marketo. All this while adhering to enterprise-class trust, governance, and security.

It’s been quite the ride, and the numbers speak for themselves. Thanks to our customers’ trust, Adobe Experience Platform now manages 40PB of customer data, and processes 5 billion Edge interactions daily, meaning a customer’s unified profile can be updated when they finish booking for a trip or complete a shopping transaction.

Adobe Experience Platform delivers experiences to customers in less than 100 milliseconds, performing 17 trillion segment evaluations daily and sending 3 billion offers and 400 billion personalized messages every year. And these customers are a “Who’s who?” of the biggest brands and businesses on the planet, across industries as diverse as financial services, media and entertainment, retail, healthcare, and technology. All this has made Adobe the number one digital experience platform, the leader.

Today, Adobe Experience Platform-powered enterprises aspire to reach more customers, in less time, with higher precision. There are four big questions we consistently hear from these enterprise customers. They want to:

• Accelerate use-cases into production.
• Scale audiences, journeys, and channels.
• Make people in their current roles more efficient.
• Reduce dependency on a small set of experts.

Introducing Adobe Experience Platform AI Assistant

Today at Adobe Summit, the world’s largest Digital Experience conference, we introduced Adobe Experience Platform, AI Assistant. Think of it as your data guru and analytics maestro, but at the same time it’s a tech support genius and a simulation savant. It can:

• Answer a huge variety of questions, all through a natural language conversational interface. From product “how-tos” to querying the performance of the system.
• Automate tedious tasks, like helping ingest data, create schema, and map fields for the data engineering pipeline. All that fun stuff.
• Simulate outcomes, for example journey performance, journey simulation and audience propensity to convert.
• Generate desired audiences and journeys using simple English language prompts.

Adobe Experience Platform AI Assistant is embedded natively in the apps practitioners already use every day: Adobe Real-Time CDP, Adobe Journey Optimizer, and Adobe Customer Journey Analytics and we’ve been testing it with select customers the last few months, and we've been carefully listening to their feedback and compiling learnings:

• There’s boost in productivity. For example, a data engineer in a bank saved time understanding semantics of the data through a simple conversation.
• It democratizes access to Adobe’s sophisticated experience tools. Any member of the team can troubleshoot workflows. An engineer, just onboarded at a regional grocery business, used AI Assistant to understand their data engineering pipeline. No need to call Support.
• Teams can unleash new ideas. A large apparel brand was able to generate hundreds of variants of brand-conforming content, for email and push, record time.

We believe AI Assistant will turbocharge Experience Platform usage across any organization, benefiting data analysts, data engineers, audience specialists, and journey managers, just to name a few. Crucially, because it’s a radically simplified way to experience our software, more customer experience pros can “self-serve” and not have to call on, say the expertise of a journey analyst, to simulate journey outcomes for a campaign they’re working on.

It should be noted that none of this will be forced on our customers, and it’s an opt-in decision. If a data engineer wants to keep using Experience Platform apps in the way she’s comfortable with, the AI Assistant will stay out of her way.

Under the hood

Our AI Assistant is powered by generative experience models.

This comprises of:

• LLMs for natural language processing.
• A base model trained on our product documentation and the best practices.
• An opt-in custom model. This is grounded in your enterprise Data, Profiles, Segments and Journeys. Your IP is safe with Adobe and will never be shared outside your company.
• A set of Decision Services for analytical, predictive, and goal-based recommendations.
• APIs for programmatic usage across your enterprise workflows and ecosystem.

We’ve built these generative experience models with base models you can trust, custom models that you control, and AI assisted applications you use in your everyday work.

Sign up now for all the latest

As experience makers, we invite you to join us and develop the future of customer experience management with this new way of using software. We expect to launch these features as part of a major Adobe Experience Platform release in the next few months. In the meantime, if you want to sign up for an early look, here’s the link.