Adobe develops AI agent for marketers and CX teams

Adobe has unveiled a new AI agent aimed at helping marketers and customer experience teams resolve issues impacting their use of the Adobe Experience Platform.

The Product Support Agent provides an interactive, guided way for marketers and customer experience professionals to diagnose and resolve issues impacting workflows. The agent was developed to provide customers with self-service support and actionable guidance that can be quickly applied as required. To provide its advice, the agent consults a knowledgebase that includes troubleshooting articles, product tutorials and legal documents.

The agent can also gather contextual data such as logs, metadata and user session details to pre-fill support case issues, and can provide real-time status updates for any open ticket without the need to switch tools or log into separate portals. Adobe also plans to soon add the ability to provide proactive notifications when there is a change in case status.

Adobe has also announced the launch into general availability of the Data Insights Agent, an AI agent designed to provide users with the ability to query data such as which channels drove the most conversions in a designated period using natural language.

The AI agent also enables users to make changes to previously built visualisations and build analysis iteratively, to enable customer service and user experience teams to take full advantage of their data.

Both agents are powered by the Adobe Experience Platform Agent Orchestrator, which also allows businesses to build, manage and orchestrate AI agents across Adobe and third-party ecosystems.

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