[Coffee Break] Gen AI for Dynamic Chat on June 12th at 8 AM PST

[Jon_Chen]

The Coffee Break is now over! Thanks everyone for hopping onto the thread and asking your questions . A special shoutout to @Sreekanth_Reddy for responding to all the questions! Be sure to stay tuned on the Community and mugs.marketo.com for future coffee break events!

Conversational marketing solutions efficiently qualify leads and engage customers early in their buying journey. Adobe Dynamic Chat, a robust solution built into Adobe Marketo Engage, now offers automated, live, and generative AI chat features. Dynamic Chat boosts conversions, accelerates follow-up engagement, enhances sales velocity, and reduces cost per lead.

With newly embedded generative AI in the Prime Package, Dynamic Chat enables natural, two-way conversations in your chatbot. It streamlines the creation and activation of chat campaigns while ensuring accurate, on-brand information for customers.

Have questions about these exciting new features, or just curious to see what your peers plan to use it for? Join us on June 12th at 8 AM PST to ask our resident experts any questions you may have about these new generative AI capabilities! 

**Please note that the Generative AI features for Dynamic Chat are only available in the Adobe Dynamic Chat Prime Package. More information on pricing details can be found here.

RSVP for event reminders on the day-of! Don't miss the opportunity to interact with experts in real-time to learn about the newest Gen AI capabilities for Dynamic Chat.

This text-only event takes place on the Marketing Nation Community. Post your burning questions, hot tips, key takeaways, and let’s chat about them! Our experts will be interacting live for that hour, but the conversation can continue!

For some guidance, here are some sample topics you can ask these experts about:

• Which LLM model is used for Gen AI features?
• Can Gen AI be used for non-English conversations?
• Are there any guidelines that Adobe recommends to customers?
• How can I join the alpha for Phase 2?

Additional follow-up resources to be added here.

• [Blog] Engage buyers with generative AI-powered conversations in Adobe Dynamic Chat
• [Blog] The Next Generation of Adobe Dynamic Chat has Arrived!
• [Blog] Key highlights of the new Adobe Dynamic Chat
• [Video] Dynamic Chat Walkthrough

[Jon_Chen]

The Coffee Break is now over! Thanks everyone for hopping onto the thread and asking your questions . Also, please join me in thanking @Sreekanth_Reddy for responding to all the questions! Be sure to stay tuned on the Community and mugs.marketo.com for future coffee break events!

[JeffHensiek]

Thank you @Jon_Chen and @Sreekanth_Reddy  for your time today.  Much appreciated.

[rchoi_sbk1]

Would love to know if there is any possibility of incorporating predictive content into dynamic chat

[Sreekanth_Reddy]

Great feedback! we been thinking of how can we bring web personalization and Dynamic Chat closer. Can you help us with couple of usecases you would use this if available

[earana01demand]

How much content would a marketing team need to produce for the chat dialogue vs having dynamic chat using AI capabilities for conversations?

[Sreekanth_Reddy]

Hey @earana01demand ,

Great question! Actually designing chat dialogue is quite simple if you are designing a dialogue as an extension of any marketing campaign that you are running. This way you have all assets already built that you can leverage

Coming to Dynamic Chat GenAI capabilities:

With current features that are already available, you should be able to simply start in 1-2hours time - here is a tutorial 

For more automated conversations where GenAI models responding to visitors directly:
key task is to provide the content which could be all your website or blog or documentation content in URLs format. Majority of work here would be in testing the GenAI powered conversations

[AshleighMo]

@Sreekanth_Reddy, @John_Dictson1

Hi all! Excited to chat today. What are some best practices when looking to implement dynamic chat?

[Sreekanth_Reddy]

Hey @AshleighMo ,

Great question!

First, let me quickly highlight the possibilities you can achieve with Dynamic Chat and then cover some best practices in that context.

Top use case for chat conversations:

• Lead generation
• Lead qualification
• Accelerate the connect with sales

But with how we implement Dynamic Chat, you can do much more than just Chatbot conversations. You can leverage Dynamic Chat as an extension of all your channel campaigns:

• Extend engagement for every form fill - https://experienceleague.adobe.com/en/docs/marketo-learn/tutorials/dynamic-chat/conversational-forms
• Accelerate the KPI of landing pages
  • Triggering conversations based on CTA clicks
  • Resolve conversation inline and personalized based on who visited the page
• Email Campaigns
  • Insert conversation trigger hash into your email campaign which can trigger specific conversations to leads based on which email campaign they are coming from
• Social Campaigns
  • Design conversation based on visitors coming from specific campaign and let chatbot provide assistance/nudge to visitor for the KPI you want to achieve 

The best part is every engagement here is tracked as first-part information in Marketo

Best Practices

• Rather than thinking chatbot as lets get it on the website its best to start from your Marketing objectives of the year
• Just like how you plan your marketing year i.e starting with your key KPIs of the year (which could be drive more lead generation or qualification or nurturing or accelerate ABM etc) and design your marketing strategy of what all the activities that you would do this year
• Every engagement through any marketing channel for B2B, ultimately tries to bring the lead to the website or landing page to drive actions
• Now think of chatbot as the extension of all those campaigns that your are driving, design conversations based on those campaigns this simplifies your decision of who the audience to target for chat and on which pages
• Then plan campaign specific to chat as a channel which you can install across your website (for example engaging your anonymous visitors) 

Hacks to drive more conversational engagement

• Target by segments rather than broad targeting
• Add personalization to your flows based on what you already know
• Optimize your chatbot greeting message
• Leverage GenAI not only to answer visitor questions but also learn what your visitors are looking for

[JeffHensiek]

Great reminder @Sreekanth_Reddy   I keep forgetting that we can extend our campaigns by using dynamic chat hash tags and triggering specific conversations.

[Arturo_Olivares]

How can we add an AI to Dynamic chat or emails?

[Sreekanth_Reddy]

Hey @Arturo_Olivares , 

M sorry I did not get the exact question but if I have to guess you are asking How can you add AI chat conversation into emails. If so then - currently you can't directly insert the conversations into email but if visitors coming to landing page from email you can have dialogue targeting for that page and leads which can be a AI powered conversation

[JeffHensiek]

Group - please check me on my logic here.

This would be done through the "Conversational Flows" function of Adobe Dynamic Chat.  And would be through the use of a "Conversational Trigger" (found in Settings).  It's essentially another variable that is appended to the end of a url (e.g., if the hashtag was #1234, you would append it to the end of the URL like testurl.com#1234).

[Sreekanth_Reddy]

Exactly right! Sounds like you are already an expert @JeffHensiek  😃 

[JeffHensiek]

😄

Love it.  Thank you for making sure I'm on the right path.

[Steve_Schimmel]

My biggest question with the Marketo Dynamic Chat feature is simply, how can I access it? I have been unable access it since it came out (despite working with the support team).

When I click the Dnyamic Chat tile in Marketo, it directs me to Adobe Experience Cloud, and this is where the trouble starts. I cannot access Experience Cloud (despite working with support), so I have been unable to use it.

[Sreekanth_Reddy]

Hey @Steve_Schimmel 

You can access Dynamic Chat from https://experience.adobe.com where once you login you should see Dynamic Chat product.  By default all Marketo admins should have access to Dynamic Chat.

Here is a quick tutorial of how to manage users - https://experienceleague.adobe.com/en/docs/marketo-learn/tutorials/dynamic-chat/user-management

if you still not able to access please drop us an email at dynamicchat@adobe.com 

[Steve_Schimmel]

This is what I get when I click the link.

I've had issues trying to get linked to experience cloud. I've run into errors every time I have tried. Can we chat offline?

[Sreekanth_Reddy]

Hello @Steve_Schimmel looks like you donot have access to Dynamic Chat yet. Yes we can chat offline

[JeffHensiek]

We've learned - based on our test chatbots - that the simpler is better.

We get low conversions when our chatbot is longer and more conversions when it's much shorter.  That user behavior would make sense if we consider the chatbot to be a robust form.

[Sreekanth_Reddy]

Great insight! you should leverage conditional branching and new re-usable flows  to further drive the conversation more contextually based on what you already know about the lead