Adobe enhances its Customer Journey Analytics solution
Adobe is announcing enhancements in Customer Journey Analytics that will deliver deeper insights through AI, while freeing up resource constraints.
The updates take advanced features that customers love in Adobe Analytics and makes them work on omnichannel data sets that go beyond the website.
Through Adobe Sensei, Adobe’s artificial intelligence technology, brands get access to time-tested algorithms (trained on massive data sets), producing insights that provide a better pulse on the quality of customer experiences and business performance
As one of the most popular features in Adobe Analytics, Anomaly Detection has traditionally been used for website activity. Brands can use it to see areas of the web experience that drive or hurt sales. It allows teams to ramp up specific campaigns, or issue quick fixes in real-time.
Now Anomaly Detection is available in Customer Journey Analytics. For the first time, users can get a better sense of the “hand-off” that happens between channels such as customer support and the mobile app.
It is purpose-built AI that helps them identify pain points, or areas they can further refine the experience. For consumers, it means interactions that feel more connected and intuitive, according to Adobe.
When teams see anomalies in their data set, some benefit from an additional analysis of the root causes. Consider a media company, who sees a significant dip in user engagement. With Contribution Analysis, they may see that a specific browser is the prime suspect, providing them a clue to investigate further.
With intelligent alerts, part of the virtual analyst in Adobe Analytics, brands can rely on Adobe Sensei to do the heavy lifting—uncovering the “unknown unknowns.”
This is crucial to build into Customer Journey Analytics, given the uptick in data that teams will need to work with when they merge channels.
Even without users having to ask, Intelligent Alerts on CJA will automatically surface insights that would have otherwise gone unnoticed. And as teams begin to engage with the alerts, the AI gets smarter and begins to personalize what is presented.
For more information about these upgrades, visit https://blog.adobe.com/.