Nov 10, 2023
Nov 10, 2023
At their core, personalization solutions powered by artificial intelligence (AI) analyze lots of data — like browsing histories, purchases, and social media interactions — and automatically produce useful insights. Brands can use these insights to deliver tailored experiences to customers at different points in their journeys.
However, beyond this standard functionality, AI technologies are very diverse depending on the use cases they’re built for. We can differentiate between three broad types of AI used by online businesses:
While plenty of tools and platforms use some sort of AI technology, almost none offer a comprehensive version of all three types. As a result, most marketing teams can’t tap into the full potential of AI personalization without using a hodgepodge of disconnected systems and solutions.
In this guide, you’ll learn exactly how AI can be used to personalize your customers’ experience. We’ll also cover 10 of the best AI personalization tools and platforms for different channels, use cases, and business types, including:
Lastly, we’ll use Insider — our AI-powered cross-channel personalization platform — to show you how AI can individualize every touchpoint in the customer journey and make marketers more productive.
Insider can help you aggregate your customer data and tap into the full potential of AI personalization. To learn more, visit our website or schedule a demo with our team.
How AI can be used for personalization (7 use cases)
10 Best AI personalization solutions for different channels and business types
Insider
Braze
CleverTap
Adobe Target and Adobe Campaign
Dynamic Yield
Klevu
Monetate
Intellimize
Lyne
Personalize all customer touchpoints and work more efficiently with Insider
AI has been used in different ways over the years across various industries. The following seven personalization use cases have proven to be great applications of AI — both in terms of user experience and results for brands.
Lastly, we also have to mention the expanding role of generative AI, fueled by ChatGPT’s exploding popularity. While not typically used for personalization, generative AI solutions can make marketing teams much more productive and efficient by enabling them to build, automate, and launch campaigns incredibly fast.
In this section, we’ll take a close look at 10 of the top AI personalization solutions:
Main AI personalization use cases: Advanced website and mobile app personalization, product recommendations, site search, predictive segmentation, cross-channel customer journey personalization, and automation of two-way conversations.
Insider brings together the most extensive set of personalization capabilities for websites and mobile apps, as well as for channels like email, SMS, WhatsApp, push notifications, and more.
Brands like Samsung, Coca-Cola, CNN, and Lexus, use Insider to reduce acquisition costs, boost conversion rates, and increase revenue by creating personalized experiences across all channels with the help of AI.
Thanks to our suite of AI tools and features — called Sirius AI — you can:
Insider is also a versatile solution that you can use according to your needs. For example, you can personalize and automate the entire campaign creation process or lean on our AI just for specific channels and use cases (e.g., website and email personalization).
Insider has been ranked as the best and easiest to use personalization engine by G2.
As a robust solution for midsize and enterprise businesses, Insider also ranks at the top of other key categories like:
In the next sections, you’ll learn exactly how Insider’s powerful AI capabilities can help you generate more revenue, create exceptional customer experiences, and maximize your efforts and budget.
Insider is a modern platform built specifically for the personalization era. Unlike legacy marketing platforms and clouds, Insider is designed to automatically collect all customer interaction data and use it as a foundation for successful personalization.
AI has also been an essential part of Insider for years and our algorithms have been trained on billions of data points. As a result, Insider offers some of the most advanced AI-powered website and mobile app personalization capabilities on the market.
For example, you can use Insider to easily show personalized product recommendations to each website visitor. Our platform makes it easy to choose where you want these recommendations to appear:
You can also choose between different AI personalization strategies:
In short, Insider’s AI can do most of the heavy lifting when it comes to showing relevant products but you can still tweak the recommendations to your preferences. This level of personalization is available for other website elements, including banners, pop-ups, categories, and much more.
For example, Philips used Insider personalization capabilities on their site to achieve a 40.11% conversion rate uplift and a 35% increase in average order value (AOV). For more details on their approach, check out the complete case study on our site.
Insider also enables you to drive even more engagement and revenue with:
If you’re interested, we explore Insider’s website and mobile app personalization capabilities in our guide to the best personalization engines.
As we mentioned, Insider supports a wide range of external channels — including email, push notifications, SMS, WhatsApp, and more. This means you can scale your personalization efforts across all touchpoints without needing any third-party solutions.
Email and SMS
Email and SMS are still the most popular marketing channels for eCommerce businesses worldwide. As a result, standing out in customers’ crowded inboxes requires you to be extremely timely, relevant, and contextual with your messaging.
Insider helps you do just that. You can fully personalize your email and SMS messages by tailoring their subject lines, body text, and images using a simple drag-and-drop editor.
You can even scale your AI-powered product recommendations across your email communications. That way, you ensure a consistent experience for all email subscribers, which can lead to higher engagement, conversion rates, and revenue.
Push notifications
Insider enables you to build different types of web and mobile app push notifications — like recurring notifications, cart recovery prompts, location-based pushes, and many more.
Just like with email and SMS, you can easily personalize each push notification based on the categories and attributes users have shown interest in. For example, you can include a product carousel full of items that are often purchased together with ones they’ve bought before.
You can even send personalized web push notifications to anonymous visitors (i.e., those who haven’t shared any contact info with you). All you have to do is get them to agree to receive notifications before leaving your site, which is a small commitment that doesn’t require any personal data.
After that, you can bring them back to your site with web push notifications that are personalized based on the categories, products, price ranges, and other attributes they’ve shown interest in.
This can help you drastically reduce acquisition costs, convert more visitors, and recover abandoned carts. For example, Lenovo used this strategy to lower cart abandonment rates by more than 10%.
WhatsApp is one of the most exciting marketing channels today, with over 2.5 billion users and incredibly high open rates. Insider is a Meta-verified BSP that can enable you to take full advantage of WhatsApp’s marketing functionalities.
For example, you can use Insider to send personalized promo messages, price drop alerts, and event reminders to the right audiences at the right times. You can also design end-to-end shopping experiences with WhatsApp conversational commerce.
This new capability enables customers to browse your catalog, find products, add them to their carts, and complete their purchase — all without leaving WhatsApp. And, thanks to our AI, customers can engage in two-way conversations with your brand via WhatsApp.
For example, they can choose from different preset options or opt to start conversations with your brand. Since our AI can understand their intent and take into account their behaviors, interests, and preferences it can quickly point them to the most relevant content, products, and services for their needs.
Chatbots
Just like with WhatsApp, you can also use Insider to engage customers in personalized two-way conversations via chatbots. Again, our AI uses NLP to understand intent and relies on accurate customer data to deliver the most relevant answers to all questions.
Insider also lets you build your own bot personas that are tailored to your brand to ensure a consistent experience for customers. You can also set knowledge limits, so that your bots can avoid specific topics (e.g., race, religion, or political preferences) and determine when not to engage or reply.
If you don’t have a chatbot already, you can get one with our platform. However, if you’re using another solution like Zendesk, Intercom, or Drift, you can still build your bot personas with our AI and simply connect it to your current chatbot.
Insider offers a cross-channel customer journey builder and marketing automation solution (called Architect) that enables you tie all customer touchpoints into a cohesive customer experience.
Architect comes with a simple, user-friendly interface and a drag-and-drop editor that lets you set the rules for each customer journey — including how it starts, which channels it takes place on, and when each message gets triggered.
Architect is also very versatile, allowing you to build all kinds of automated flows and campaigns, including:
And like many other Insider tools, Architect is also powered by AI. Our algorithms can drastically speed up the journey creation process, while also helping you improve click-through rates, conversions, and revenue with:
Put simply, Insider’s AI-driven automation and optimization capabilities let you automatically deliver personalized messages on the right channels and at the right times during your customers’ journeys.
For example, Slazenger used these capabilities to create and personalize various campaigns across their website, email, push notifications, and SMS. This helped them achieve a 700% increase in customer acquisition and a 49x return on investment (ROI) within eight weeks of working with Insider.
As you can see, Insider’s AI capabilities can help you personalize all aspects of your customers’ experience — like your website content, product recommendations, send times, channel selection, site search results, and more.
Additionally, our newer Generative AI toolkit can simplify your workflows, improve your productivity, and enable you to launch campaigns much faster.
For example, here are three benefits of using our Generative AI in your day-to-day:Discover profitable segments 30x faster. Insider offers 120+ attributes for building customer segments. However, you can drastically speed up the segment creation process by simply giving Insider a text prompt and letting our platform generate segments for you. The whole process takes seconds and you can easily tweak each segment until it fits your needs.
For more details on how Insider’s AI capabilities can help you achieve your business goals, schedule a free demo with our team.
Main AI personalization use cases: Personalization across web, mobile, email, SMS, WhatsApp, and push notifications, predictive segmentation, A/B testing, and customer journey personalization.
Braze is a customer engagement platform that brings together various channels under one roof. It offers an AI-powered tool stack called Sage AI that combines AI-powered personalization, content generation, and optimization. Braze is mostly specialized in tailoring communications on external channels like email, SMS, and push notifications, while its website personalization capabilities are very limited compared to other solutions on this list (like Insider, Dynamic Yield, and Monetate).
Learn more: 11 Braze competitors and alternatives for cross-channel marketing
Main AI personalization use cases: Personalized messages across web, mobile, email, SMS, push notifications, and voice calls, predictive segmentation, A/B testing, and customer journey personalization.
CleverTap is an all-in-one customer engagement platform. While it was a simpler mobile marketing solution, CleverTap has expanded its offering to cover additional channels and features like CleverAI, which includes AI-powered segmentation, personalized product recommendations, and journey orchestration. Similar to Braze, CleverTap is also specialized in external channels, instead of on-site and in-app personalization.
Main AI personalization use cases: AI-powered A/B testing, experiment-led personalization across websites, mobile apps, IoT devices, email, SMS, and more, and context-specific product recommendations.
Adobe Target and Adobe Campaign are two products for running, testing, and personalizing campaigns across different channels. Adobe Target is an AI-powered A/B testing and personalization solution, while Adobe Campaign specializes in pulling together customer data into a single view and using it to create tailored cross-channel campaigns. We’re listing them together as they’re both part of the larger Adobe Experience Cloud and are often used in conjunction.
Main AI personalization use cases: Website, mobile app, and email personalization, A/B testing, and predictive segmentation.
Dynamic Yield is a personalization platform with a big focus on website personalization. It comes with a self-training deep learning system called AdaptML that can tailor the digital experience to each user based on their behaviors and preferences. Dynamic Yield also supports email personalization with features like personalized product recommendations, open-time-decisioning, precise targeting, and more.
Main AI personalization use cases: Personalized site search, product recommendations, automatic category merchandising, and website A/B testing.
Klevu is a personalization and conversion rate optimization solution for eCommerce businesses. Like DynamicYield, Klevu is mostly focused on website personalization and optimization with a few key AI-powered tools like
Main AI personalization use cases: Website and mobile app personalization, AI product recommendations, site search, predictive segmentation, and A/B testing.
Monetate is a personalization platform that offers three distinct products:
Main AI personalization use cases: Website personalization, website A/B testing, and product recommendations.
Intellimize is a website optimization and personalization solution. Its AI Optimize product enables teams to increase the likelihood of conversion by showing different page variants to visitors. The company also offers an AI-powered personalization product that can show tailored content and product recommendations to different users.
Main AI personalization use case: Cold email personalization.
Lyne is the simplest tool on this list. It mostly helps sales and marketing teams improve their cold outreach results and saves them lots of time in manually researching prospects. Lyne also offers a scraper that extracts useful lead data from LinkedIn’s Sales Navigator and search results.
Insider is the perfect personalization platform for midsize and enterprise companies looking to unlock the full potential of AI.
Our AI-powered toolkit can increase your conversion rates and revenue by delivering tailored content and product recommendations to all visitors across your website, mobile app, email, SMS, WhatsApp, and other touchpoints.
Plus, our generative AI can help you be more productive and work more efficiently by generating campaign copy, images, segments, and journeys in seconds using simple text prompts.
Our enterprise marketing platform is also a great choice if you want to:
Finally, our experienced support team, native channel integrations, and proven templates enable you to get started with AI personalization and see a meaningful return on your investment as quickly as possible.
Click here to book a demo with our team and learn how Insider can help you reach your business goals.
Written by
Katie Morley
Katie is an award-winning content marketer with over eight years of experience in content strategy, development, and copywriting. As Global Content Director at Insider, she currently oversees content strategy across 26 regions. Fun fact: Katie read 64 books last year (for which she owes a long commute and two week-long holidays where she spent approximately six hours a day with her nose in a book).