You may have seen us talking about Loomi, whether through our website, blog posts, emails, ads, or on the event floor.
But what is it exactly? And why should you care?
Simply put, Loomi is Bloomreach’s AI for customer engagement. It’s the intelligence layer embedded across all of our apps and agents, and it’s what powers the personalized emails, search results, and campaigns our customers deliver — all in real time. Today, it personalizes customer engagement for more than 1,400 global brands, including American Eagle, Sonepar, and Pandora.
In other words, if you’ve used Bloomreach, you’ve used Loomi.
Where Does Loomi Work?
Loomi works everywhere Bloomreach does.
Some of Loomi’s work happens behind the scenes: In email, it drives contextual personalization and send time optimization, while in search, it ranks products by what’s most likely to convert.
Some of it happens in plain view: In our marketing agent, marketers prompt Loomi to build campaigns, while in our conversational agent, Loomi generates the responses customers receive (and the subsequent conversations that follow).
Loomi also works beyond Bloomreach. Through Loomi Connect, businesses can tap into Loomi’s intelligence via APIs, webhooks, and MCP, bringing it into their own third-party apps and agents.
What Makes Loomi Different?
Loomi works at the edge of every customer interaction. It draws on in-session signals, behavioral data, and first-party customer data, connected directly to the channels where your customers engage. That lets it take the right action at the best time on the right channel.
Your data warehouse holds the historical record. Loomi acts in the moment. Together, you get a system that knows who the customer is and acts in the moment.
In practice, that means:
- Individuals, not segments. Loomi evaluates each customer in real time, using their full history and in-session signals, instead of sorting them into prebuilt audience buckets.
- The right AI for the task. Loomi doesn’t just use one model for everything — it’ll use the best AI for the job: Deterministic rules deliver control, predictive ML delivers precision, and generative AI delivers creativity.
- Cross-channel governance. Frequency policies, suppression logic, and engagement signals work across email, SMS, web, app, push, and ads, so Loomi knows when to reach out and when to hold back.
- Compounding value. Every search, browse session, email open, and SMS tap feeds one unified profile, sharpening every decision that follows.
How Loomi Powers Intelligence at the Edge
Most AI makes decisions upstream in a data warehouse, hours before a customer sees the result. Loomi makes them at the edge: the moment a customer searches, browses, adds to cart, opens an email, or taps an SMS. Every decision draws on what the customer is doing right now and a deep understanding of who they are.
Thanks to Loomi, Bloomreach is the only company built to deliver intelligence at the edge. Here’s how it works.
Decisions Happen Where the Customer Is
Loomi’s models are paired with Bloomreach’s 17+ activation channels, including email, SMS, web, app, push, and ads. The intelligence sits inside the channel, so purpose-built models compute what to show each customer in real time. Nothing gets handed off between where a decision is made and where it’s delivered.
That’s also why Loomi sees each customer as an individual, not a segment. It doesn’t sort people into prebuilt audience buckets, but rather evaluates each person in the moment, using their full behavioral and transactional history alongside in-session signals. Business context, such as margin targets and inventory, then shapes which experience gets served.
A Closed Loop That Learns
Bloomreach sends the experience and receives the signal back: every click, open, and view. That two-way loop lets Loomi train and run its models in real time.
It also lets Loomi learn what actually works. It can set holdouts, test alternate offers, and refine each decision based on how customers respond. A browse on the website improves the next email recommendation. A purchase updates search rankings. Every interaction shapes the next one.
Faster and Smarter
Loomi is faster because its decisions are coupled to the channel, so there’s no lag between deciding and sending. On many engagement platforms, the vendors’ own documentation shows that delay can stretch from minutes to hours.
Loomi is smarter because it runs around 100 machine learning models covering recommendations, search, product affinity, decisioning, and more — and each one is built for a specific job.
That intelligence extends to channel governance. Loomi applies frequency policies, suppression logic, and engagement signals across every channel, so it knows when to reach a customer, where to reach them, and when to hold back. A customer who ignores email but opens SMS gets routed to SMS, and a customer who’s been heavily messaged this week gets a break.
The Warehouse and the Edge Work Together
Data warehouses play an essential role as the system of record, and IT teams rightly want zero-copy governance over customer data. But marketers need something warehouses weren’t built for: real-time decisions that drive revenue.
Warehouses run models in batch and often take hours to build a segment. By then, the add-to-cart has gone cold and the checkout has come and gone. Warehouses also don’t control activation, so they can’t run a closed, self-learning loop. Meanwhile, Loomi optimizes for milliseconds, not hours.
It’s not one or the other, though — the two work best together. Warehouse data (like in-store foot traffic) and heavy batch compute feed into Loomi. Only the small computed result passes to the activation layer, which keeps transfer costs low. Data teams keep the cross-channel, BI-style analysis they rely on, and marketing teams get decisions at the edge.
Why Not Just Use an LLM?
Large language models are powerful, and Loomi uses generative AI where it fits: writing copy, building campaigns, and translating plain-language goals. But LLM-generated personalization that impresses in a demo for 10 or 100 people breaks down at 1 million to 100 million sends. At that scale, it’s too expensive and not accurate enough.
Ask an LLM for the fastest route across town and you’ll get directions that sound plausible but may not actually be a viable route. Ask a navigation app and you’ll get the route that’s actually fastest right now, computed from live traffic data by models built for routing.
One generates an answer, while the other calculates it.
See Loomi in Action
Loomi isn’t just AI — it’s what powers intelligence at the edge to deliver engaging customer experiences that actually move the needle for your business. It also isn’t theoretical — it’s already powering every Bloomreach app and agent, and you can use its intelligence in your own agents as well.
Learn more about Loomi and what it can do for your brand today.
