1.2.1 Getting started with CX Enterprise Coworker

Prerequisites

In order to follow the steps in this lab as documented below, the following access is required:

Instructions for in-person workshops

For this exercise, you need to use:

Video

In this video, you’ll get an explanation and demonstration of all the steps involved in this exercise.

1.2.1.1 Access CX Enterprise Coworker

Go to https://experience.adobe.com/#/coworker/chat. Sign in using your Adobe account. After logging in, click your user initials in the bottom left part of the screen and make sure you’re in the org --aepImsOrgName-- and in the sandbox --aepSandboxName-- by selecting them as indicated below.

Before continuing, the selected instance and sandbox should look like this.

1.2.1.2 Enable CJA plugin

To install the CJA plugin, go to Configurations.

Search for cja and then click Install.

You should then see this.

1.2.1.3 Set your context

Click the + icon to start a new chat. Enter the following prompt and click Send.

list dataviews

You should then see this. Enter the following prompt and click Send.

switch to dataview AdobeOne - Unified Customer Data View

You should then see this.

1.2.1.4 Start with overall purchase trends to anchor context and zoom into fiber

Intent

Get a toplevel pulse on category demand—Mobile, Landline, Internet, TV, Fiber—specifically for the most recent 60 days. This sets baselines for seasonality, promo effects, and regional variance after the New York rollout.

Enter the following Prompt and click the send button.

Show me purchases by mainCategory over the last 2 months.

You should then see this:

Enter the following Prompt and click the send button.

Show me purchases by mainCategory = Fiber over the last 2 months per week

You should then see this, which drills down into Fiber-specific trends.

1.2.1.5 Correlate Orders with Content Preferences

Intent

Test the hypothesis that a preference for a specific genre (e.g., SciFi, Sports, Drama) predicts broadband upgrade behavior—especially for high bandwidth needs.

First, you need to find out which field is used to store the genre preference.

Enter the following Prompt and click the send button.

Which field is used to store the favourite genre?

You should then see this, which shows that the field used for genre is --aepTenantId--.individualCharacteristics.telco.mediaPreferences.favouriteGenre.

With that information, you can start drilling down in the purchase data.

Enter the following Prompt and click the send button.

Show me purchases by favourite genre for the last 2 months

You should then see this.

1.2.1.6 Identify Existing Fiber Journeys

Intent

Discover which active or recently concluded journeys include “Fiber” in the title—e.g., “Fiber Upgrade NYC – Sept”, “Fiber Trial – Streaming Bundle”.

Enter the following Prompt and click the send button.

What journeys exist in the sandbox one-adobe?

You should then see something like this.

Enter the following Prompt and click the send button.

Give me an overview of the journeys that have 'Fiber' in their name.

You should then see this.

Enter the following Prompt and click the send button.

Give me more details of the journey CitiSignal - Fiber Max Launch Promotion

You should then see this.

1.2.1.7 Validate journey performance via fallout analysis

Intent

You want to understand journey performance fallout to know if there are any nodes or conditions within the journey that are experiencing a large percentage of profiles being dropped. This is helpful in understanding if additional adjustments are needed in the journey.

Enter the following Prompt and click the send button.

Create a fall-out report on the "CitiSignal - Fiber Max Launch Promotion" journey

You should then see this.

1.2.1.8 Create a new audience

Intent

Based on the above findings and research, there’s a correlation between customers that consume a lot of data and that have a preferred genre of sci-fi or fantasy. You will now combine these attributes in an audience.

Enter the following Prompt and click the send button.

Create an audience with the name --aepUserLdap-- - Heavy Downloaders - Sci-Fi or Fantasy that combines people with an average download usage per month of over 2000 GB and a preferred genre of sci-fi or fantasy.

If similar, already existing audiences are already available, you should see a similar message. Enter the following Prompt and click the send button.

create a new one

You should then see this. Enter the following Prompt and click the send button.

use these fields

You should then see this. Enter the following Prompt and click the send button.

yes

You should then see this. Enter the following Prompt and click the send button.

proceed

Approve the request for permissions.

You should then see this. Enter the following Prompt and click the send button.

publish the audience

If prompted, provide the permissions to perform this task.

Your audience has now been created.

1.2.1.9 Activate audience to destination

Enter the following Prompt and click the send button.

Which destinations exist?

You should then see this.

Enter the following Prompt and click the send button.

Activate the audience I just created to the Meta destination and set the field customer_file_source to USER_PROVIDED_ONLY.

If prompted, provide the permissions to perform this task.

You should then see this.

1.2.1.10 Find existing audiences aligned to high usage and check if they are in use

Intent:

Locate any audience named with “heavy downloaders”, defined by monthly data usage thresholds.

Enter the following Prompt and click the send button.

Is there an audience that has "heavy downloaders" in the title?

You should then see this. You now want to see all your audiences and how much they have changed over the last few days.

Enter the following Prompt and click the send button.

List how much these audiences changed over the last few days.

You should then see this.

There are some existing audiences already for “heavy downloaders”. Let’s see if they are in use already.

Enter the following Prompt and click the send button.

Which of the above audiences are used in a journey?

You should then see something similar to this.

For the upcoming launch of Fiber Max, you should now create a new journey.

1.2.1.11 Create New Journey for Fiber Max Launch

Intent:

Build a new journey targeting the compound audience:

Heavy Downloaders ∩ SciFi Preference.

Enter the following Prompt and click the send button.

Create a journey with the name --aepUserLdap-- CitiSignal Fiber Journey using the audience I created before. The journey is for the rollout of fiber broadband. There will 2 versions of an email  based on  a split of the audience based on who is in the "Eligble for Fiber upgrade" audience.  After 3 days, profiles from both email treatments who have not purchased fibre max will be sent a follow up email.

You should then see this. Review the proposal, and then select Sabe to AJO.

If prompted, provide the permissions to perform this task.

Your journey has now been created in draft mode.

1.2.1.12 Journey Conflict Management

Enter the following Prompt and click the send button.

How can I manage journey conflicts?

Review the information. Scroll down and review the Sources to find that the information is sourced from Experience League.

Enter the following Prompt and click the send button.

List any conflicts for the journey "CitiSignal - Fiber Max Launch Promotion".

You should then see this. Review the journey conflict information.

1.2.1.13 Experiments

Enter the following Prompt and click the send button.

How are the experiments performing for the journey named 'CitiSignal - Fiber Max Launch Promotion'?

You should then see this:

You’ve now completed this lab.

Next Steps

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