Applies to: Admins
Note: AI Opportunity Engine is currently in early access phase and only available for approved brands. If you are interested, reach out over live chat!
Overview
AI Opportunity Engine helps your staff identify high-intent customers and craft personalized outreach at scale. This article explains what data the AI uses, how it processes information, and the controls available to keep customer data secure.
Important Takeaways
AI Opportunity Engine only accesses data your brand has already collected and stored in Endear
All AI-generated draft messages require a staff member to review before sending
Customer data is not shared with third parties or used to train AI models
Admins have full control over AI features through brand and team level settings
What data does AI Opportunity Engine use?
AI Opportunity Engine analyzes data that already exists in your Endear account to identify outreach opportunities and generate personalized message drafts. These include:
Customer profile information
Customer name and contact details
Marketing subscription status
Customer preferences stored in custom fields
Location and store preferences
Interaction history
Purchase and transaction data
Order history including purchase amounts, items, and dates
Cart contents for abandoned cart opportunities
Product browsing and wishlist activity (when available)
Staff context
Notes your team has written about the customer
Previous message history between staff members and the customer
Existing relationship context and preferences
Data security and privacy
AI Opportunity Engine processes your data within Endear's secure infrastructure. Key privacy protections include:
Customer data used for opportunity identification and message generation is not shared with or sold to third parties
The AI models do not retain your customer data for training purposes
AI Opportunity Engine only uses data that your brand has already collected and stored in Endear
The feature does not scrape, purchase, or access customer data from external sources
If your brand has specific compliance requirements (GDPR, CCPA, etc.), AI Opportunity Engine operates within Endear's existing data handling framework.
Fully customizable settings
AI Opportunity Engine provides a flexible control system so you can configure exactly how AI features work for your brand.
Admin controls
Enable or disable AI features at the brand level and at the team level
Configure which journeys are active at the brand level and at the team level
Individual staff controls
Notification preferences: Control how and when opportunity alerts are received
Full draft message review control: Every message must be reviewed before sending, with full edit capabilities.
Human-in-the-loop
A core principle of AI Opportunity Engine is that AI assists your team—it never replaces human judgment.
AI generates a draft, humans approve: Every AI-generated message is a draft that requires staff review before sending
Full editing capability: Staff can modify, rewrite, or completely replace AI-generated content
Dismiss or snooze: If an opportunity doesn't feel right, staff can select Dismiss or Snooze to handle it later
Transparent reasoning: Each opportunity shows "Why reach out now" context so staff understand the AI's recommendation
No automatic sending: Messages are never sent to customers without explicit staff action
This approach was developed based on extensive research with retail staff, where 100% of participants indicated they wanted full control over AI-assisted communications.
Frequently asked questions
Is my customer data used to train AI models?
No. Your customer data is used only to generate opportunities and message drafts for your brand. It is not used to train underlying AI models or shared with other brands.
Can I turn off AI Opportunity Engine for specific customers?
AI Opportunity Engine respects your existing customer communication preferences. Customers who have opted out of marketing communications will not appear as opportunities. Admins can also configure which journeys are active and which teams have access to AI features.
What happens if the AI generates an inappropriate message?
Since all messages require staff review before sending, inappropriate content will not reach customers. Staff can edit or completely rewrite any draft. If you notice recurring issues, please contact support.
How often does AI Opportunity Engine analyze customer data?
The system monitors customer events (purchases, cart activity, etc.) in real-time and generates opportunities based on your configured Journeys. This means opportunities appear when customers take relevant actions, ensuring timely and relevant outreach suggestions.
How does AI Opportunity Engine handle sensitive customer information?
The AI uses customer data to personalize outreach appropriately—for example, referencing a recent purchase or known preferences. It does not expose sensitive information inappropriately. Staff always review drafts and can remove any content before sending.
Can I opt out of using AI features?
Yes. Admins can opt out of AI features entirely, selectively based on the journey or based on the team. These highly personalizable settings are fundamental to Endear's AI features.
Still need help?
We are happy to assist you for more 1:1 direction. Reach out to our live chat!