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Customer engagement platform vendor, Acoustic, has launched an agentic AI capability designed to continuously monitor first-party customer behaviour and surface revenue opportunities before they show up in traditional reporting.
The tool, called Acoustic AI, is built directly into Acoustic’s existing platform and is positioned as a shift from AI assistants that wait for a marketer to ask a question to a system that proactively identifies what warrants attention and recommends a course of action.
The company argues that generative AI co-pilots have not closed the gap between behavioural insight and campaign execution because they still depend on a marketer knowing what to ask. Acoustic AI is designed to work the other way around, monitoring behaviour continuously and flagging what it determines needs attention.
Scoring intent in real time
At the core of the system is what Acoustic calls its In-Market Index, a proprietary scoring mechanism that evaluates 27 behavioural attributes to produce a real-time intent score for individual customers.
The intent score is designed to reveal when customer interest in a product or category is building, shifting or fading. Acoustic AI connects those signals with a brand’s product catalogue to prioritise which opportunities are worth acting on.
When the system detects rising interest in a product while conversions are lagging, for example, it quantifies the size of the opportunity, recommends the campaign type it calculates is likely to capture it and explains its reasoning. The marketer can then build the response within the same platform rather than switching between disconnected analytics, data and campaign tools.
Three core functions
Acoustic AI is structured around three capabilities.
The first, which the company calls Notices, surfaces emerging behavioural patterns before they appear in standard reports. That could include interest building around a product, a channel underperforming for a particular category or engagement declining on a high-revenue item.
The second, Answers, allows marketers to ask product-performance questions in plain language. A feature called Catalogue Gap Analysis returns evidence-based responses with revenue opportunities broken down to the SKU level.
The third, Builds, lets marketers describe the segment, message or campaign they need in natural language. Acoustic AI assembles it, checking compliance and opt-out language before saving. The marketer retains control of what is ultimately launched.
Addressing a structural disconnect
Acoustic’s Chief Product Officer, John Riewerts, framed the launch as addressing a structural problem in how marketing technology has been built.
“Marketing technology has been built around a fundamental disconnect: marketers understand customer behaviour in one system and act on it in another,” he explained. “Acoustic challenges that model by bringing behavioural intelligence and execution together in one platform.”
Riewerts argued that Acoustic AI extends that unified approach by keeping behavioural signals and campaign execution in the same environment.
“Acoustic AI makes that unified foundation even more powerful, continuously evaluating live customer behaviour, identifying the opportunities most likely to affect revenue and helping marketers act before customer intent fades,” he added.
Early customer response
Acoustic AI has been previewed with a number of customers ahead of its broader availability.
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The Head of Marketing at the Society of London Theatre, Megan Ross, pointed to the tool’s ability to guide next steps rather than simply surface data as a differentiating factor.
“What impressed me most about Acoustic AI was the guidance,” Ross commented. “There’s so much you can do with AI capabilities built into the software we use today that the challenge becomes knowing where to focus and what to do next. Acoustic AI gives you recommendations that help answer exactly that.”
Ross described an instance where she used the tool to investigate engagement and conversion patterns and discovered a missing data connection.
“It didn’t just identify the gap but guided me toward what needed to happen next,” she noted. “That ability to turn a question into a clear next step is incredibly valuable.”
Two decades of behavioural data
Acoustic says the new capability draws on more than 20 years of behavioural data expertise and infrastructure that processes more than 100 million transactions per hour.
The underlying platform, Acoustic Connect, combines audience data, product catalogue insights, behavioural analytics and multichannel orchestration across email, SMS, WhatsApp and mobile push into a single cloud-native system. Acoustic AI sits on top of that foundation, designed to turn the platform’s data layer into a system that acts on what it observes.
The company is headquartered in Conway, Arkansas.
Last Updated on August 19, 2026 by Nick Ross
