Adobe Sensei GenAI: Reimagining customer experience management with generative AI

What is Adobe’s approach to Generative AI when it comes to CX?

Our approach has 3 pillars,

• Empowering digital Experience Teams: Adobe’s Sensei GenAI will empower marketers and experience makers with scale and agility to design and deliver personalised, performant experiences tailored for their brands and customers
• Co-pilot for Digital Experience design and delivery: Marketers will always be in the cockpit and will be able to apply their expertise to guide and supervise the generative outputs
• Enterprise Readiness: Sensei GenAI will be built with Responsibility and Transparency while adhering to enterprise-grade standards for Data Handling, Security, Access Control, Privacy, Compliance and Governance.

What is Adobe Sensei GenAI and what does it do for customers?

Adobe Sensei GenAI assists marketers and experience makers in boosting productivity and reimagining customer experience management in the era of AI. It transforms how content, campaigns, audiences, experiences, journeys, and insights are generated at scale. With Sensei GenAI, Marketers and experience makers can save time, and expand creative ownership while adhering to brand standards.

How exactly does Adobe see GenAI transforming Customer Experiences? 

We see GenAI transforming Customer experiences in 3 ways.

First, Marketers and Experience makers understand the paralysis of blank pages when it comes to the ideation of delightful customer experiences, we want to eliminate that. We want to break the paradigm of GenAI being centered around images and text with much broader thinking where it generates optimised audiences, campaigns, journeys, and actionable insights that improve every customer touch point. For example, generating composite content and multimodal assets that aligns with your brand standards

Secondly, We want to break the black box of technology and keep the marketers and experience makers at the helm with the ability to pick and choose, assemble, modify, and enrich the outputs of our technology for the use cases that are most important to them, this happens by deeply integrating GenAI in the solutions from Adobe that they use today.

Finally, once these experiences are defined, AI can adapt these to different surfaces, automate delivery for the most optimal channel and send time, and ensure a consistent cross-channel tailored experience. It doesn’t end there as we are capturing the performance of these experiences against businesses’ key metrics passing those insights back to marketers as well as into our Generative AI technology for continuous improvement. 

Can you give us some real-life examples of how marketers and experience makers can use the power of Sensei GenAI? 

GenAI is here and the time is now for brands to capture that competitive edge over the others. Here are some examples where enterprises in India can take advantage of Sensei GenAI

• Generated natural language captions against powerful visualisations of CX data where it highlights key takeaways without any effort.
• Audience creation and discovery with natural language prompts say, “Create an audience with the highest propensity to convert for the next promotional campaign”. This enables quicker discovery and activation of high-value profiles
• Critical business questions by anyone in the organisation without an understanding of technology, which is answered by powerful analysis and visualisations generated automatically.
• Create and modify copy for web/app/email/mobile messaging with simple prompts and as derivatives of existing content that stays on brand.

What is Adobe’s differentiation in the space of Customer experiences powered by GenAI?

First, our GenAI is 100% focused in creating better-performing experiences at scale. This spans our ability to create all kinds of content and marketing objects like audiences and journeys and to ensure this, we always tie what we are creating back to performance as much as possible.

Second, is the focus on Iterative experiences. Our platform brings data, content and journeys all together for our customers. This gives us the unique ability to be iterative so that we’re not helping to just generate more and more content but we’re going to keep generating better and better content for customers. In that same vein, we’re going to make sure that everything our customers create really aligns with their brand and meets the high bar that our customers have for the content that they create today.

The final differentiation is Enterprise Trust. Our AI ethics principles (Accountability, responsibility, and transparency) guide how we build out our capabilities. We are also aligning with the standards and control that customers have already set up using the Adobe Experience cloud over the years