Adobe Advances Voice-Driven Customer Experiences With Analytics Cloud
June 29 2017 - 08:00AM
Business Wire
Analytics, AI and Cross-Channel Activation Capabilities Let
Brands Deliver Personalized Experiences
Voice-enabled devices and digital assistants allow consumers to
engage through one of the most natural forms of communication. With
a new generation of products driving innovation and consumer
appetite, the latest Adobe Analytics data shows that online sales
of voice-enabled devices grew 39 percent year-over-year. In the
same way mobile devices fundamentally changed the ways consumers
engage with each other, voice interfaces have the potential to do
the same. Brands must start thinking about standout voice-driven
experiences to remain competitive.
Adobe (Nasdaq:ADBE) today announced new voice analytics
capabilities in Adobe Analytics Cloud that enable brands to deliver
more personalized customer experiences and create brand loyalty
through voice-based interfaces. Through deep analysis of voice data
complemented by artificial intelligence and machine learning
capabilities in Adobe Sensei, brands can gain robust audience
insights and recommendations, while automating the traditionally
cumbersome, manual analysis. Brands are able to take action on
these insights more quickly, delivering experiences that delight
customers while informing other touch points such as email and
advertising.
“One of the most important trends in modern technology is how
quickly consumers adopt new ways of interacting with content, as
we’ve seen with mobile and video,” said Bill Ingram, vice president
of Adobe Analytics Cloud. “We expect a similar trajectory with
voice enabled devices. In the same way Adobe has shaped web, mobile
and customer analytics, Adobe Analytics Cloud will enable brands of
all sizes to extend voice data insights across the entire customer
journey.”
Through Adobe Analytics Cloud, brands can capture and analyze
voice data for all major platforms including Amazon Alexa, Apple
Siri, Google Assistant, Microsoft Cortana and Samsung Bixby.
The new capabilities address the complexity in measuring voice
interactions, with the ability to capture both the user intent
(“play me a song”) as well as specific parameters (“from The
Beatles”). Additional data points including frequency of use and
actions taken after a voice request is made are provided as
well.
Adobe Sensei frees up teams to focus on crafting customer
interactions that improve voice experiences, such as creating
content that is more relevant. A hotel chain, for example, can
recognize a customer immediately, and target the traveler with
ideas on ways to spend reward points through the loyalty program,
such as at an upcoming live show or new reservation. They could
even send a promotional phrase to the most loyal guests prior to a
stay, unlocking a special offer when spoken to the voice-enabled
device.
Integration of voice analytics data with Adobe Marketing Cloud
and Adobe Advertising Cloud ensures that every digital interaction
a consumer has is a continuous and relevant one. For instance,
Adobe Target ensures that insights from a voice-enabled device can
be automatically leveraged on other channels, while also delivering
personalized responses to user queries using machine learning and
predictive algorithms. A known food enthusiast interacting with a
travel app on an Amazon Echo, for example, will see that the most
popular food destinations will be presented through her voice,
mobile app or connected car experience.
About Adobe Analytics Cloud
Adobe Analytics Cloud, part of Adobe Experience Cloud, is the
customer intelligence engine that powers businesses by enabling
them to move from insights to action in real-time by uniquely
integrating audience data across all Adobe clouds. Adobe Analytics
Cloud combines Adobe Audience Manager, the leading data and
audience management platform, and Adobe Analytics, the industry
leading solution for applying real-time analytics and detailed
audience segmentation across all marketing channels. Built on the
Adobe Cloud Platform, which provides open APIs, a standard data
model, and Adobe Sensei, Adobe’s unified AI and machine learning
framework, Adobe Analytics Cloud enables brands to better capture,
aggregate, rationalize and understand vast amounts of their own
disparate data and then translate that data into singular profiles
of their customers.
About Adobe Experience Cloud
Adobe Experience Cloud is a comprehensive set of cloud services
designed to give enterprises everything needed to deliver
exceptional customer experiences. Comprised of Adobe Marketing
Cloud, Adobe Advertising Cloud and Adobe Analytics Cloud,
Experience Cloud is built on the Adobe Cloud Platform and
integrated with Adobe Creative Cloud and Document Cloud. Leveraging
Adobe Sensei’s machine learning and artificial intelligence
capabilities, Adobe Experience Cloud combines world-class
solutions, a complete extensive platform, comprehensive data and
content systems, and a robust partner ecosystem that offer an
unmatched expertise in experience delivery.
Helpful Links:
- Adobe Digital Insights: Voice
Report
- Adobe Analytics Cloud Blog
- Learn more about Adobe Analytics
Cloud
About Adobe
Adobe is changing the world through digital experiences. For
more information, visit www.adobe.com.
© 2017 Adobe Systems Incorporated. All rights reserved. Adobe
and the Adobe logo are either registered trademarks or trademarks
of Adobe Systems Incorporated in the United States and/or other
countries. All other trademarks are the property of their
respective owners.
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version on businesswire.com: http://www.businesswire.com/news/home/20170629005411/en/
AdobeKevin Fu, 415-832-2266kfu@adobe.comAshley Levine,
415-832-4161aslevine@adobe.com
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