Can you use Customer AI to score the engagement rate customers have with your Communication Channels | Community
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Caveman77
Level 4
February 13, 2025
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Can you use Customer AI to score the engagement rate customers have with your Communication Channels

  • February 13, 2025
  • 2 replies
  • 422 views

We are exploring practical use cases for the Customer AI.  One of the ideas is to calculate the customer engagement rate with the email channel to see how engaged the customer is on our retention emails sent related to their monthly subscription.   Is this a practical use of the Customer AI function?

 

Ideally we want to score how engaged you are with specific emails and score you based on open, click, etc.    This will help with determining the health of the channel for the individual customer and also help to create guardrails to avoid over communications or nurture back to engagement

Best answer by KotiSyamala

I think this is one of the uses of Customer AI - https://experienceleague.adobe.com/en/docs/experience-platform/intelligent-services/customer-ai/overview

 

Create an instance using AEP Customer AI and define the goal based on the tracking event dataset

 

Customer AI writes scores back to customer profiles as a custom attribute (e.g., customerAI.engagementScore).
Test and refine the model based on the expected outcome defined.
Create an audience to target or activate based on the engagementScore values.
 

2 replies

kautuk_sahni
Community Manager
kautuk_sahniCommunity Manager
Community Manager
February 26, 2025

@ankit_chaudhary @nnakirikanti @_manoj_kumar_ @gkalyan @tof_jossic @jayakrishnaaparthasarathy @franc_g @anuhya-y @michael_soprano @supratim320Would appreciate it if you could check out this question and share any insights you might have!

Kautuk Sahni
    KotiSyamala
    KotiSyamalaAccepted solution
    Level 5
    March 10, 2025

    I think this is one of the uses of Customer AI - https://experienceleague.adobe.com/en/docs/experience-platform/intelligent-services/customer-ai/overview

     

    Create an instance using AEP Customer AI and define the goal based on the tracking event dataset

     

    Customer AI writes scores back to customer profiles as a custom attribute (e.g., customerAI.engagementScore).
    Test and refine the model based on the expected outcome defined.
    Create an audience to target or activate based on the engagementScore values.
     
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