Can you use Customer AI to score the engagement rate customers have with your Communication Channels

[Caveman77]

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

[kautuk_sahni]

@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!

[KotiSyamala · Accepted solution]

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

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.