Brand Concierge help
Learn how to configure and use key features of Brand Concierge. Find answers to common questions about setup, data integration, privacy, customization, performance measurement, and technical requirements.
Key features key-features
Brand Concierge has a number of key features including:
- Guided onboarding: Follow a step-by-step setup for knowledge, skills, and brand expression.
- Knowledge integration: Upload and manage sources like CSV files with website links.
- Configure skills Integrate skills such as product advisory.
- Control branding: Adjust the voice, tone, and response length to meet your particular brand’s standard and approach.
- Preview and iterate: Use a comprehensive preview interface to simulate conversations and conduct live adjustments.
- Feedback system: Use a feedback system that allows users to provide thumbs up or down ratings, along with detailed feedback forms covering response coverage, tone, quality, and features.
- Analytics dashboard: Take advantage of an analytics dashboard powered by Customer Journey Analytics for metrics like conversations, sentiment, and engagement.
Get started getting-started
You can access Brand Concierge from the Adobe Experience Cloud dashboard. At a high level, you perform these tasks on the Homepage walkthrough:
For a video tutorial, see Create your first concierge
The following sections describe each task and the interface options in detail.
Create a concierge homepage
The Brand Concierge Homepage is designed for ease of use and efficiency, guiding you through essential setup steps with a dedicated first-time user walkthrough. A prominent top banner outlines key actions such as specifying your concierge’s name and purpose, adding knowledge sources, configuring relevant skills, and defining your brand expression.
As you progress, a visual tracker clearly displays which setup components have been completed and highlights any remaining tasks. To further support your efforts, the Homepage features an inspirational section with videos and demonstrations of concierge capabilities, such as product recommendations. You also have quick access to Experience League documentation for more in-depth technical insights.
Once setup is complete, a configuration summary provides a comprehensive view of your details, organized with tabs to facilitate ongoing adjustments and refinements.
Key elements
- First-Time User Walkthrough: A top banner with steps to set up your concierge (name/purpose, knowledge sources, skills, brand expression).
- Progress Tracker: Visual indicators of completed vs. pending setup components.
- Inspirational Section: Videos and demos showcasing concierge capabilities (for example, product recommendations).
- Documentation Links: Quick access to Experience League resources for deeper tech insights.
- Configuration Summary: Post-setup view of all details, with tabs for refinement.
To create a concierge
- Navigate to the walkthrough banner, then click Get started.
- Enter a name for your concierge and define its purpose (for example, Recommend personalized products).
- Follow the guided steps to proceed.
- Once setup is complete, return to the Homepage to monitor or edit your concierge.
Knowledge Sources knowledge-sources
Knowledge Sources help you manage the data sources that power your concierge’s answers. You can access Knowledge Sources after you upload your initial files. Knowledge Sources has a number of key elements to consider, such as:
- Source List: Displays all uploaded items, such as CSV files with website links, and indicates their status as either processed or pending.
- Upload Interface: Allows you to drag and drop or browse for CSV files that contain URLs, which the system will crawl to extract knowledge.
- Connection Options: Enable you to link specific knowledge sources to relevant skills for more targeted use.
To add a knowledge source
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From the Homepage, click Knowledge Sources.
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Name the knowledge source.
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Click Add to upload a CSV file.
Ensure that it includes a column for website URLs.
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Allow for a few moments for processing.
This step resolves fairly quickly as status updates in real-time.
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Once added, return to the Homepage.
By this point, you should see the new source added to the Homepage.
Use the Homepage to edit or delete your knowledge sources as needed. You can also reconnect a knowledge source if any changes occur.
Configure skills skills-configuration
Use the Skills Configuration interface to shape your concierge’s expertise by configuring skills like Product Advisory. Answer the questionnaire to provide inputs that Adobe consultants will later use for prompt engineering. Skills Configuration has a number of key elements to consider, such as:
- Skill Selector: You can choose from available skills, such as Product Advisory for making product recommendations.
- Questionnaire: You will complete a series of prompts to provide product knowledge, business rules, keywords to avoid, and source connections.
- Preview: You have the option to make live tweaks and see how your adjustments impact responses, with links to the preview page.
- Enable Meeting Booking: You can enable visitors to schedule meetings directly with business representatives.
To configure skills
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Navigate to the progress tracker in the Homepage, then click Configure skills.
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Select a skill (for example, Product Advisory).
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Answer the ensuing configuration questions.
Question examples include: What should the concierge know about products?, What business rules should be followed?, Which keywords should be avoided?
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Connect relevant knowledge sources.
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Enable additional features (meeting booking).
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Submit for processing.
Brand expression brand-expression
You can use the Brand expression interface to customize the personality and style of your concierge’s responses. You can access Brand Expression from the setup stages or through the preview sidebar for ongoing changes.
With Brand Expression, you can use sliders to customize your concierge’s voice and tone settings. You can select from options such as “Friendly”, “Professional”, and “Energetic”. Additionally, you can configure response lengths to your liking. You can set your concierge to return short, medium, or long outputs, depending on your brand’s vision.
To customize your brand expression
- From the Homepage, click Customize Brand Expression.
- Next, configure your brand’s voice, tone, and preferred response length.
- Select Save to ensure that the changes are reflected in future responses.
Preview and test preview-and-test
Test your concierge before launching to customers using the Preview and Tester View modes.
Use the Preview mode to simulate conversations while making real-time adjustments.
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After your setup, navigate back to the Homepage and click Preview.
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Use the chat interface to input your query (for example, Recommend a laptop under $1000).
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Review concierge responses.
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Use the right-hand panel to adjust your brand expression settings.
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Click Share to generate link for team feedback.
Use the Tester view to gather structured feedback on concierge performance and simulate the end-user experience.
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From preview, click Tester View.
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Use the Tester view to simulate end-user conversations.
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Use the thumbs up and down mechanism to rate each response that you receive.
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Complete feedback form for thumbs down:
Response coverage: Did it address the intent?
Brand tone: Aligned with personality?
Response quality: Clear and structured?
Response features: Helpful follow-ups? -
Add comments and specific observations.
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Submit feedback for dashboard review.
Feedback feedback
After testing, you can use the feedback tab in the Homepage to provide feedback and detailed reviews.
The feedback section provides several important features to help you monitor and evaluate your Brand Concierge’s performance. The following elements are available:
- Performance Snapshot: Displays cards summarizing key metrics, including total conversations, unique users, sentiment trends, and engagement rate.
- View Report Button: Allows you to open a dashboard powered by Customer Journey Analytics for in-depth access to advanced analytics and performance metrics.
- Feedback List: Presents a table of feedback sessions. You can click on individual rows to view the full chat transcript for each session.
- Feedback Panel: Shows rating cards on the right side of the interface. Hovering over or clicking these cards will highlight the relevant portions of the chat transcript for easy reference.
To submit feedback
- Navigate to the Brand Concierge Homepage and select Feedback.
- Use the provided snapshot to view information on high-level trends.
- To access a deep dive powered by Customer Journey Analytics, select View Report.
- You can also inspect the panel for additional connected feedback.
- When finished, you can export the insights to use later and refine your workflow.
Configurations configurations
The Configurations tab is a read-only summary view that you can use to review your concierge’s full setup. This directly mirrors the Homepage after completion of the initial setup and provides summaries of your details, knowledge sources, skills, and configured Brand Expression. You can use this feature as a reference prior to previewing or sharing your concierge.
What you can do with Brand Concierge
Lean about the customer features, business capabilities, and uses cases for Brand Concierge.
Customer features
Brand Concierge offers a conversational interface that lets customers find products, compare options, and get answers using natural language. With personalized recommendations, rich product comparisons, and the ability to escalate to a live agent, customers enjoy a seamless, intuitive experience. Interaction is flexible - customers can use text, voice, or images—and every answer is based on your brand’s trusted documentation and customer context.
- Ask questions in natural language and get personalized recommendations.
- Compare products side-by-side with visual displays.
- Get answers sourced from your brand documentation.
- Switch to a live agent with full conversation history.
Business capabilities
Brand Concierge empowers businesses with advanced conversational AI capabilities for customer engagement. It helps brands drive conversion by guiding customers to the right products, reduces support costs through instant, accurate answers, and ensures consistent brand voice and compliance. With robust analytics, seamless AI-to-human handoff, and deep Adobe integrations, Brand Concierge optimizes both customer experience and business performance.
- Guide customers to the right products to increase conversion.
- Reduce support costs with instant, accurate answers.
- Control brand voice, tone, and compliance requirements.
- Track performance with Customer Journey Analytics dashboard.
- Enable seamless AI-to-human handoff including meeting scheduling.
- Integrate with Adobe Experience Platform, and Experience Manager.
Use cases
Brand Concierge supports both B2C and B2B use cases across multiple industries.