How Adobe is Using AI to Transform the Customer Experience

Sep 23

Adobe has now integrated their artificial intelligence platform Adobe Sensei into Photoshop and most of their creative products. “Adobe Sensei is an AI and machine learning platform that deeply understands how our users work and delivers a lot of simple workflow that makes that magical moment happens in any of our applications,” noted Abhay Parasnis, CTO & EVP at Adobe. “What makes Sensei so unique is that Adobe is the only company in the industry that can marry art of content and creative expression and science of delight on a massive scale.”

“The key areas we focus on are content intelligence, computational creativity, and the experience which is related to understanding events related to how content is delivered,” commented Scott Prevost, VP Engineering of Adobe Sensei and Search in an Adobe explanation of the product.

“If I can go all the way from how I create content in the creative tool and then have the ability to personalize it at scale to Adobe Experience Cloud, then have the ability to measure it through analytics and feed the measurement back into the creative workflow, saying these designs work better, that actually is the holy grail in what customers tell us they want,” says Parasnis.

Shantanu Narayen, Adobe CEO, recently commented on CNBC about how this is helping to improve the Adobe customer experience:

On the creativity side, everybody fears the blank page, so if AI can start to infer what people want to do in terms of using either Photoshop or one of our creative products and when you can speak to the computer and it understands and infers what you want to do and makes our products and tools more accessible, that’s a huge win. Then you can attract a tremendous amount of customers.

At the other end of the spectrum, when you have millions of customers hitting your website, the AI that we have on the Digital Experience Cloud being able to infer intelligence from the trillions of transactions and ensure that you get the right offer that was meant for you in real time, that’s something that humans cannot do.

Those are two really good examples at different ends of the spectrum of how AI enables our customers to do more with our technology.

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