AI decisioning

Real-time decisioning

Enhance your journeys and campaigns with a decision engine that analyses real-time profile and contextual data to deliver the next-best content, offer or experience, for each customer throughout their journey.

• AI ranking. Rank options for each customer and build AI formulas based on the likelihood of that customer engaging — such as open, click, download, subscribe. The model learns over time, boosting customer engagement and retention rates.
• Eligibility constraints. Set eligibility rules to control which decisions are surfaced and when. Additional context — such as customer profile attributes, events and other data — can be used to further refine offer delivery.
• Frequency capping. Prevent fatigue by capping how often customers receive offers. Frequency can be limited by profile and placement and alternative offers can be configured for ineligible customers.
• AI model insights. Increase your understanding of AI model behaviour, traffic allocation over time and performance with conversion or revenue lift outcomes and useful training data details.

Experimentation

Create the most engaging experiences without guesswork. Run experiments to quickly optimise the impact of your customer engagement, from copy and imagery to channel mix and journey length — down to even engagement frequency and timing.

• Content experiments. Identify the perfect subject lines and body copy for each channel. Quickly generate multiple message variants using generative AI to create the best version for your target audience.
• Journey experiments. Go beyond copy by testing journey lengths, channels, sequencing and more. Experiment with subsets of your customers to discover the winning formula for your business.
• Real-time results. Get clear, actionable outcomes from your experiments in real-time as they run, all without requiring deep statistical knowledge or complex sample size evaluations.
• Global control groups. Automatically remove a subset of your customers from experiments so you can see the powerful impacts of personalised, refined customer engagement.
• Scale winning experiments. Act on successful experiments, faster. Drive measurable results by quickly rolling out the top-performing experiences to audiences with a single click.

Intelligent journeys

Break through the noise and capture your customer’s attention. AI and machine learning can help you to predict the perfect journey pathway and time to engage each customer.

• AI journey path optimisation (coming soon). Use experimentation or AI decisioning to select the best path based on your ideal action or business goals.
• AI channel optimisation (coming soon). Use declared and discovered preferences to choose the best communications channel — such as email, SMS, rich communication services (RCS), push and more — for every customer.
• AI journey arbitration (coming soon). Intelligently select the best journeys to meet interaction constraints, manage fatigue and optimise key business metrics.
• Send time optimisation for email and push notifications. Predict and send messages at the right time for every customer in order to maximise engagement.

Adobe AI Assistant

Chat with AI Assistant to simplify your work within Journey Optimizer. Understand your data, auto-generate audiences and solve expert-level tasks — while adhering to security standards with enterprise-level data security and information governance.

• Enhanced product knowledge. Use AI Assistant to take full advantage of Journey Optimizer features and produce better work, faster. For instance, ask AI Assistant, "How do I build a segment for my campaign?" or "How do I use Offer Decisioning?"
• Troubleshooting. Navigate new scenarios or resolve workflow issues using AI Assistant to easily get answers based on product documentation or specific datasets without opening support tickets.
• Operational insights. Understand how your teams are using datasets, audiences and journeys without running complex queries and analysis.

Learn more about using intelligent decisioning to deliver the next best experience.

Read the guide