RichRelevance Winter ’19 Delivers on Hyper-Personalization to Individualize Shopping Experiences at Scale

New NLP for Recommend™ extracts textual insights to help promote new
and long tail products immediately, and learns from in-session signals
to increase relevance in real-time

Xen AI auto-discovers meaningful customer segments and affinities to
rapidly identify under-performing and hidden segments and detect
opportunities for increased revenue

LAS VEGAS–(BUSINESS WIRE)–Shoptalk 2019 RichRelevance,
the leader in Experience Personalization, today announced innovations
that allow digital leaders to apply Deep Learning (DL) and Natural
Language Processing (NLP) to create the industry’s most memorable,
relevant shopping experiences at scale. These latest enhancements to the
Personalization Cloud, Hyper-Personalization, advance the industry
beyond basic segment-based personalization to engage every customer as
an individual with inspiring content, offers and promotions in real-time
and at scale. The result is that digital marketing leaders understand
each shopper’s unique goals throughout the customer lifecycle, and can
deliver consistent, branded experiences across all channels to drive
digital growth.

The industry-first functionality that we unveiled today is resolving
the biggest challenge our customers face: delivering a truly personal
experience that engages and inspires the shopper,” said Carl Theobald,
President and CEO of RichRelevance.“Vague, rules-based segmentation
results in irrelevant shopping experiences that drive shoppers away. To
succeed, digital marketers need to enable the programmatic execution of
experiences that happen in real-time, ensuring that the signature
moments of the brand are memorable for all the right reasons.”

Individuals vs. Segments

The RichRelevance Personalization
helps brands and retailers develop stronger and more personal
relationships with their customers. Traditional personalization focuses
on basic segments where groups of shoppers receive content and offers
based on static, pre-determined rules. This doesn’t speak to individuals
or their unique and changing shopping goals, resulting in irrelevant and
impersonal shopping experiences. Today’s enhancements to the
RichRelevance Personalization Cloud uniquely make use of behavioral data
in conjunction with product graphs generated using advanced Natural
Language Processing (NLP) and Deep Learning Neural Nets to create truly
Hyper-Personalized profiles that:

  • Recognize the customer as an individual
  • Understand the reasons behind consumer choices in real-time
  • Inspire customers with personally tailored products and content

Tailoring to individual interests

The powerful Xen AI™ Deep Learning engine which underpins this latest
release provides insight based on massive, previously unlinked data
points. New Natural Language Processing (NLP) technology uses a Deep
Learning Neural Net to identify and extract insights from unstructured
text, product descriptions, user reviews, partner data, user-generated
content, shopper activity and behavioral data, resulting in a more
accurate picture of the purchase intent and interests of any given
customer. With a sophisticated multi-dimensional product graph at their
fingertips, digital marketers can re-rank the most relevant products in
real-time, in-session for higher engagement and conversion. Such apt,
compelling experiences help make brands memorable in shoppers’ moments
of need.

Listen to what, the largest online specialty retailer for
swimming, fashion, beach and surf products in the US has to say:

Shopping for bathing suits online is tricky because people are looking
for very specific attributes, such as whether a suit is slimming in the
waist or if it’s appropriate for athletic use,” said Alexander
Sienkiewicz, CMO of
These are very important to shoppers when selecting merchandise, but
are not captured by today’s commerce systems. RichRelevance is helping
us solve this problem with NLP technology that captures these complex
nuances and surfaces products that are much more relevant to shoppers.
This is a game changer in digital commerce, and RichRelevance is a key
partner in helping us advance the online customer experience.”

Understand the consumer’s intent

In a departure from traditional customer analysis used to drive
personalization that relied on demographic and psychographic models, the
newly updated RichRelevance Xen AI™ platform can now auto-discover
meaningful customer behavioral trends and patterns. This not only
surfaces new customer audiences for campaigns, but helps marketers
understand what customers are buying, and why, so they can better
leverage data to inform the creative side of marketing.

Now, marketers can waste less effort on generating segments and focus
instead on creating actionable insights that lead to shoppable moments.
Using real-time engagement data, RichRelevance optimization algorithms
deliver more relevant and personalized content and offers to
individuals, driving higher conversion rates and revenue.

Inspire customers with a curated experience

The latest innovations from RichRelevance introduces Experience
Designer, which builds upon the Experience Browser, which debuted last
summer. The Experience Browser gives brands and retailers transparency
and insight into how AI is impacting their business and why specific
decisions are being made by the engine. The newly released Experience
Designer builds on the AI transparency insights from Experience Browser
and makes it actionable for the brand and retailer. Experience Designer
enables marketers to quickly introduce new dynamic experiences into the
customer journey by leveraging Xen AI™ to take all creative variants and
test and optimize what gets show to whom, at scale, without having to
wait for IT or setup expensive A/B tests.

To learn more about Hyper-Personalization, please visit

About RichRelevance

RichRelevance is the global leader in experience personalization,
driving digital growth and brand loyalty for 200 of the world’s largest
B2C and B2B brands and retailers. The company leverages advanced AI
technologies to bridge the experience gap between marketing and commerce
to help digital marketing leaders stage memorable experiences that speak
to individuals – at scale, in real time, and across the customer
lifecycle. Headquartered in San Francisco, RichRelevance serves clients
in 44 countries from nine offices around the globe. For more
information, visit


Renee Newby

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