Adobe has significantly upgraded its Experience Platform, introducing two new AI agents, Product Support Agent and Data Insights Agent as part of a broader expansion of agentic AI offerings. These agents, the first globally available via Adobe’s Agent Orchestrator infrastructure, mark a pivotal enhancement in how marketers and customer experience professionals manage and leverage complex workflows.
The newly launched Product Support Agent is designed to streamline troubleshooting and customer support within the Adobe Experience Platform environment. Users can pose queries directly to the AI Assistant. The agent then draws from a trusted range of sources—including Adobe’s support articles, tutorials, and legal documentation—to offer instant guidance.
When issues prove too intricate, this AI handles the heavy lifting by collecting session details, metadata, and diagnostic logs, auto-populating support cases for quick review. It also delivers real-time status updates and alerts users to changes in ticket priority, facilitating timely resolution.
Meanwhile, the Data Insights Agent brings powerful analytics features to Customer Journey Analytics. Users can make natural language queries, to which the agent responds with dynamic visualizations—configurable through an interactive interface. Such insights enable marketers and analysts to explore, iterate, and derive actionable conclusions rapidly.
Both agents operate on the foundation of Adobe’s Experience Platform Agent Orchestrator—a central hub for the creation, management, and orchestration of AI agents across Adobe and third-party ecosystems. The Orchestrator leverages semantic understanding of enterprise data, content flows, and customer journeys, enabling sophisticated orchestration capabilities like multi-agent collaboration and dynamic decision-making through language models.
These integrated capabilities highlight a shift toward “agentic AI”—systems that not only understand intent but also act upon it within human-supervised workflows. Adobe emphasizes that this agentic approach enhances the work of marketing and creative teams without replacing human expertise.
These two agents mark the start of a planned wave of purpose-built tools. Previously, Adobe announced a suite of ten AI agents—such as audience segmentation, content production, site optimization, data engineering, and more—designed to work within AEP’s ecosystem, extending over other enterprise applications like Adobe Experience Manager, Journey Optimizer, and Real-Time CDP.
Additionally, Adobe introduced Brand Concierge, an agent-centric solution to craft immersive brand interactions by combining customer data with rich conversational experiences. Collaboration with strategic partners—Acxiom, AWS, IBM, Microsoft, SAP, ServiceNow, and others—is intended to ensure these AI agents work seamlessly across entire organizational tech stacks
According to Adobe, more than one trillion personalized experiences are activated annually through the Experience Platform—demonstrating the scale and mission-critical role of the system. It now seeks to elevate this by layering agentic functionality into operational workflows, simplifying complex, time-consuming tasks like debugging issues, building segments, producing content, and analyzing customer journeys. Adobe positions these AI agents not as replacements but as productivity catalysts—freeing up human talent to focus on creativity, ideation, and strategy, while AI handles repetitive or data-intensive tasks.
Anjul Bhambhri, Senior VP of Engineering at Adobe Experience Cloud, described agentic AI as “a major leap forward” that would accelerate workplace transformation, offering productivity gains while maintaining human creative control. Looking ahead, Adobe plans to introduce more specialized agents tailored for UX optimization, B2B account orchestration, journey planning, experimentation, and more, many of which were previewed during the recent Summit. The Brand Concierge and Orchestrator are expected to evolve continually as new agents are rolled out.
By embedding intelligent, autonomous agents within its Experience Platform, Adobe is bridging the gap between generative AI and action-oriented automation. The Product Support and Data Insights agents lay the foundation—targeting diagnostics and analytics, respectively—while a broader ecosystem of agents promises enhanced personalization, operational scale, and customer-centric innovation. This marks an important step in Adobe’s commitment to agentic AI: championing technology that collaborates with human teams to elevate outcomes, not supplant them.
