The customer engagement platform says decisions must be made in the moment, not pre-set, and reports early pilot gains at Axis Bank, Eatigo and VieON as it positions CleverAI as a major growth driver.
CleverTap, the AI-native customer engagement platform, today unveiled the next generation of CleverAI, built on the view that most personalization still acts on an outdated version of the customer. The company is placing CleverAI at the center of its next phase of growth, betting that Live 1:1 Personalization will become a defining part of how it grows, competes and creates value for customers.
Early results from CleverAI’s pilot program include:
· Axis Bank (BFSI, India): Conversion funnel drop-off fell by 27% at one of India’s largest private banks.
· Eatigo (Food tech, Southeast Asia): Diners who received a personalized restaurant recommendation converted to reservations at twice the rate, as verified through a controlled experiment.
· VieON (Subscription/OTT, Vietnam): Vietnam’s top OTT platform saw a 10% lift in user engagement, a 12% increase in checkout actions and a 2x boost in push notification click-through rate.
“CleverAI is not an incremental product bet for us. We expect it to become a significant driver of CleverTap’s growth from here,” said Sunil Thomas, Co-Founder & CEO, CleverTap. “We have spent more than a decade building the data, intelligence and customer-engagement foundation needed to take this step. Live 1:1 Personalization allows us to solve a much bigger problem for our customers - getting AI Decisioning and Agentic Automation to work hand-in-hand, before the moment passes for their customer - and, in doing so, expand CleverTap’s role as a partner for their growth.”
Rethinking what “real-time” means
The launch rests on a shift in how CleverTap believes personalization should work. Today, a customer’s experience is typically built on a historical snapshot of their likes and dislikes. But customer realities change every minute, and differently for each person. According to the company, this changing live intent, combined with historical context, is the new foundation for AI-powered decisioning, and doing it for every customer is the next generation of 1:1 personalization.
For years, “real-time” in customer engagement has largely meant executing a predefined decision faster: a customer acts, a rule is triggered and a pre-selected response follows. CleverTap argues that if customer context and intent are changing in the moment, the decision itself must also be made in the moment, based on what is relevant to the customer now.
“Too much of what the industry calls ‘real-time’ isn’t truly real-time,” said Anand Jain, Co-founder and CMO, CleverTap. “If the action was decided beforehand, executing it a millisecond after a trigger does not make the decision real-time. The harder problem is autonomously deciding afresh, customer by customer and moment by moment, what should happen next and orchestrate before the moment passes. That is the problem we built this generation of CleverAI™ to solve.”
The Tesseract Twins and the focus on uplift
At the heart of the platform are the Tesseract Twins: TesseractDB and the Tesseract Decisioning Engine. The patented TesseractDB maintains each customer’s live and historical context in a unified feature store. The Decisioning Engine uses that context to decide, live, the best experience for an individual against the marketer’s goal and guardrails.
Together, they create a continuous learning loop in which each outcome becomes context for the next decision. This lets the system adapt at the individual level rather than wait for data to sync across multiple disparate systems, by which time the customer has moved on.
CleverTap also draws a clear line between propensity and actual uplift. Customer engagement tools have long focused on identifying and targeting the customers most likely to convert anyway. CleverAI is designed to answer a different question: which action will actually increase the likelihood that a customer converts because the brand intervened? Rather than nudging high-propensity customers, it evaluates where an intervention can create incremental impact and which action is most likely to produce it.
CleverAI also includes explainability, frequency controls, user-level inspection and data-governance capabilities, alongside Clean Room capabilities for organizations working with sensitive enterprise data.
From productivity to profit
For CleverTap, the next phase of AI in customer engagement will be measured less by how much work it automates and more by the incremental business value it creates. CleverAI™ is designed to make that shift from productivity to profit tangible, one customer decision at a time.
