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Customer experience boosted by developments in Adobe voice analytics

Analytics, AI, and cross-channel activation capabilities could allow brands to deliver personalised experiences.

Adobe has announced new voice analytics capabilities in Adobe Analytics Cloud that enable brands to deliver more personalised customer experiences and create brand loyalty through voice-based interfaces.

Through deep analysis of voice data complemented by artificial intelligence and machine capabilities in Adobe Sensei, brands can gain robust audience insights and recommendations, while automating the traditionally cumbersome, manual analysis.

Taking action

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.

Bill Ingram, VP of Adobe Analytics Cloud, said: “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. 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 analyse 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 recognise a customer immediately, and target the traveller 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 personalised 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.

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