Customer AI, as part of Intelligent Services enables you to generate custom propensity scores without having to worry about machine learning.
Intelligent Services provide Customer AI as a simple-to-use Adobe Sensei service that can be configured for different use cases. The following sections provide steps for configuring an instance of Customer AI.
In the Platform UI, select Services in the left navigation. The Services browser appears and displays all available services at your disposal. In the container for Customer AI, select Open.
The Customer AI UI appears and displays all your service instances.
Service instances can be edited, cloned, and deleted by using the controls on the right-hand side of the UI. To display these controls, select an instance from your existing Service instances. The controls contain the following:
To create a new instance, select Create instance.
The instance creation workflow appears, starting on the Set up step.
Below is important information on values that you must provide the instance with:
Name: The instance’s name is used in all places where Customer AI scores are displayed. Hence, names should describe what the prediction scores represent. For example, “Likelihood to cancel magazine subscription”.
Description: A description indicating what you are trying to predict.
Propensity type: The propensity type determines the intent of the score and metric polarity. You can either choose Churn or Conversion. Please see the note under scoring summary in the discovering insights document for more information on how the propensity type affects your instance.
Provide the required values and then select Next to continue.
By design, Customer AI uses Adobe Analytics, Adobe Audience Manager, Experience Events in general, and Consumer Experience Event data to calculate propensity scores. When selecting a dataset, only ones that are compatible with Customer AI are listed. To select a dataset, select the (+) symbol next to the dataset name or select the checkbox to add multiple datasets at once. Use the search option to quickly find the datasets you’re interested in.
After selecting the datasets you wish to use, select the Add button to add the datasets to the the dataset preview pane.
Selecting the info icon next to the dataset opens the dataset preview popover.
The dataset preview contains data such as the last update time, source schema, and a preview of the first ten columns.
There is a dataset completeness percentage value in the dataset preview. This value provides a quick snapshot of how many columns in your dataset are empty/null. If a dataset contains a lot of missing values and these values are captured elsewhere, it is highly recommended you include the dataset containing the missing values. In this example Person ID is empty, however, Person ID is captured in a separate dataset that can be included.
Dataset completeness is calculated using the maximum training window for Customer AI (one year). This means data that is more than one year old is not taken into account when displaying your dataset completeness value.
You can now join multiple datasets to one another based on the identity map (field). You must select an identity type (also known as an “identity namespace”) and an identity value within that namespace. If you have assigned more than one field as an identity within your schema under the same namespace, all the assigned identity values appear in the identity dropdown prepended by the namespace such as
EMAIL (personalEmail.address) or
The same identity type (namespace) must be used for every dataset you select. A green checkmark appears next to the identity type within the identity column indicating datasets are compatible. For example, when using the Phone namespace and
mobilePhone.number as the identifier, all identifiers for the remaining datasets must contain and use the Phone namespace.
To select an identity, select the underlined value located in the identity column. The select an identity popover appears.
In the event that more than one identity is available within a namespace, make sure to select the correct identity field for your use case. For example, two email identities are available within the email namespace, a work and personal email. Depending on the use case, a personal email is more likely to be filled in and be more useful in individual predictions. This means that
EMAIL (personalEmail.address) would be selected as the identity.
The Define goal step appears and it provides an interactive environment for you to visually define a prediction goal. A goal is composed of one or more events, where each event’s occurrence is based on the condition it holds. The objective of a Customer AI instance is to determine the likeliness of achieving its goal within a given time frame.
To create a goal, select Enter Field Name and followed by a field from the dropdown list. Select the second input, a clause for the event’s condition, then optionally provide the target value to complete the event. Additional events can be configured by selecting Add event. Lastly, complete the goal by applying a prediction time frame in number of days, then select Next.
While defining your goal, you have the option to select Will occur or Will not occur. Selecting Will occur means that the event conditions you define need to be met for a customer’s event data to be included in the insights UI.
For example, if you would like to set up an app to predict whether a customer will make a purchase, you can select Will occur followed by All of and then enter commerce.purchases.id (or a similar field) and exists as the operator.
However, there may be cases when you are interested in predicting whether some event will not happen in a certain timeframe. To configure a goal with this option, select Will not occur from the top-level dropdown.
For example, if you are interested in predicting which customers become less engaged and do not visit your account login page in the next month. Select Will not occur followed by All of and then enter web.webInteraction.URL (or a similar field) and equals as the operator with account-login as the value.
In some cases, you may want to predict whether a combination of events will occur and in other cases, you may want to predict the occurrence of any event from a pre-defined set. In order to predict whether a customer will have a combination of events, select the All of option from the second-level drop-down on the Define Goal page.
For example, you may want to predict whether a customer purchases a particular product. This prediction goal is defined by two conditions: a
commerce.order.purchaseID exists and the
productListItems.SKU equals some specific value.
In order to predict whether a customer will have any event from a given set, you can use the Any of option.
For example, you may want to predict whether a customer visits a certain URL or a web page with a particular name. This prediction goal is defined by two conditions:
web.webPageDetails.URL starts with a particular value and
web.webPageDetails.name starts with a particular value.
By default, propensity scores are generated for all profiles unless an eligible population is specified. You can specify an eligible population by defining conditions to include or exclude profiles based on events.
If you have additional information in addition to the standard event fields used by Customer AI to generate propensity scores, a custom events option is provided. Using this option allows you add additional events that you deem influential which may improve the quality of your model and help to provide more accurate results. If the dataset you selected includes custom events defined in your schema, you can add them to your instance.
For an in depth explanation on how custom events effect Customer AI scoring results, visit the Custom event example section.
To add a custom event, select Add custom event. Next, input a custom event name then map it to the event field in your schema. Custom event names are displayed in place of the fields value when looking at influential factors and other insights. This means that the custom event name will be used instead of the ID/value of the event. For more information on how custom events are displayed, see the custom event example section. These additional custom events are used by Customer AI to improve the quality of your model and provide more accurate results.
Next, select the operator you wish to use from the available operators drop-down. Only operators compatible with the event are listed.
Lastly, enter the field value(s) if the operator selected requires one. In this example, we only need to see if a hotel or restaurant reservation exists. However, if we wanted to be more exact we could use the equals operator and enter an exact value in the value prompt.
Once complete, select Next in the top-right to continue.
You can define important Profile dataset fields (with timestamps) in your data in addition to the standard event fields used by Customer AI to generate propensity scores. Using this option allows you to add additional profile attributes that you deem influential which may improve the quality of your model and provide more accurate results. Additionally, adding custom profile attributes allows Customer AI to better showcase how particular profiles ended up in a propensity bucket.
Adding a custom Profile attribute follows the same workflow as adding a custom event. Similar to custom events, custom profile attributes affect your model scoring in the same way. For an in-depth explanation, visit the Custom event example section.
In the following example, a custom event and profile attribute is added to a Customer AI instance. The goal of the Customer AI instance is to predict the likelihood of a customer to buy another Luma product in the next 60 days. Normally, product data is linked to a product SKU. In this case, the SKU is
prd1013. After the Customer AI model is trained/scored, this SKU can be linked to an event and displayed as an influential factor for a propensity bucket.
Customer AI automatically applies feature generation such as “Days since” or “Counts of” against custom events such as Watch purchase. If this event was considered an influential factor on why customers are high, medium, or low propensity, Customer AI displays it as
Days since prd1013 purchase or
Count of prd1013 purchase. By creating this as a Custom event, you can give the event a new name making the results much easier to read. For example,
Days since Watch purchase. Additionally, Customer AI uses this event in its training and scoring even if the event is not a standard event. This means you can add multiple events that you think might be influential and customize your model further by including data such as reservations, visitor logs, and other events. Adding these data points further increases the accuracy and precision of your Customer AI model.
The set options step allows you to configure a schedule to automate prediction runs, define prediction exclusions to filter certain events, and toggle Profile on/off.
To set up a scoring schedule, start by configuring the Scoring Frequency. Automated prediction runs can be scheduled to run on either a weekly or a monthly basis.
If your dataset contained any columns added as test data, you can add that column or event to an exclusion list by selecting Add Exclusion followed by entering the field you wish to exclude. This prevents events that meet certain conditions from being evaluated when generating scores. This feature can be used to filter out irrelevant data inputs or promotions.
To exclude an event, select Add exclusion and define the event. To remove an exclusion, select the ellipses (…) to the top-right of the event container, then select Remove Container.
The Profile toggle allows Customer AI to export the scoring results into Real-time Customer Profile. Disabling this toggle prevents the models scoring results from being added to Profile. Customer AI scoring results are still available with this feature disabled.
When using Customer AI for the first time you can toggle this feature off until you are satisfied with the model output results. This prevents you from uploading multiple scoring datasets to your Customer Profiles while fine tuning your model. Once you have finished calibrating your model, you can clone the model using the clone option from the Service instances page. This allows you to create a copy of your model and toggle profile on.
Once you have your scoring schedule set, prediction exclusions included, and the profile toggle where you want it to be, select Finish in the top-right to create your Customer AI instance.
If the instance is created successfully, a prediction run is immediately triggered and subsequent runs execute according to your defined schedule.
Depending on the size of the input data, prediction runs can take up to 24 hours to complete.
By following this section, you have configured an instance of Customer AI and executed a prediction run. Upon the run’s successful completion, scored insights automatically populate profiles with predicted scores if the profile toggle is enabled. Please wait up to 24 hours before continuing to the next section of this tutorial.
By following this tutorial, you have successfully configured an instance of Customer AI and generated propensity scores. You can now choose to use the Segment builder to create customer segments with predicted scores or discover insights with Customer AI.
The following video is designed to support your understanding of the configuration workflow for Customer AI. Additionally, best practices and use case examples are provided.
The following video is out of date. For the most up-to-date information refer to the documentation.