June 4, 2025 -- Marketing and customer experience teams are under more pressure than ever – expected to deliver highly personalized, multi-channel champaigns with tighter timelines and fewer resources.
With the announcement of the Adobe Experience Platform Agents at Adobe Summit 2025, Adobe shared how our human-centered AI approach integrates generative models and new agent capabilities into everyday creative and marketing tools. This allows teams to enhance their expertise and skills, while providing more opportunities to create customer experiences with greater creativity, strategy, and innovation.
This is why, Adobe is expanding its suite of AI Agents to include the new Product Support Agent, to help streamline the troubleshooting and support case management process. Too often, marketers experience operational roadblocks that can interrupt workflows and pull their focus away from strategic, high-impact work. Troubleshooting application issues and managing support tickets, can be time-consuming and distract from core responsibilities as they often involve cross-functional inputs and collaboration, and involve tracking down fixes that require navigating complex workflows and technical documentation, distracting them from their core responsibilities.
Powered by Adobe Experience Platform Agent Orchestrator, Product Support Agent lightens the operational troubleshooting load by delivering in-the-moment troubleshooting guidance and case management support within the AI Assistant. As soon as a user asks for help with creating a support ticket within the AI Assistant conversational interface, the Product Support Agent gathers relevant contextual data from the environment automatically—logs, metadata, user session details, and more—and accurately pre-fills the support case, which the user can review before submitting.
This ensures critical information is captured from the start and enables significantly faster path to resolution as it enables the agent to handle triage-level tasks like ticket categorization, prioritization, and context gathering, tickets get created significantly faster and support teams can begin working on the issue earlier with no delays. Users can also get real-time status updates for of any open ticket directly through the same AI Assistant interface, without switching tools or logging into separate portals. Product Support Agent will soon be able to provide proactive notifications whenever there’s a change in case status. This reduces follow-ups and means support case requesters can be alerted as soon as there’s progress, allowing them to communicate confidently with stakeholders and stay in control of the support experience.
Product Support Agent is powered by Adobe Agent Experience Agent Orchestrator, which leverages the Adobe Experience Platform’s rich data and knowledge layer to enable. This enables Adobe’s Agents to understand specific customer experience tasks, make decisions, and take actions in service of customer experience orchestration.
As part of this expansion, we are also announcing the general availability of Data Insights Agent, the first agent built on the Adobe Experience Platform Agent Orchestrator. Data Insights Agent allows users to query data directly using natural language, just simple questions like “What channels drove the most conversions last week?” and in an instant the Data Insights agent builds the visualization in the Analysis Workspace within Adobe Customer Journey Analysis.
Data Insights Agent not only simplifies insight generation for marketers by allowing them to query their data in natural language and generate visualizations from scratch, but also lets you make changes to previously built visualizations and build analysis iteratively. Leveraging insights generated using AI can be a bit tricky, especially when you would take a business decisions based on that data. AI needs to be transparent so that it leads to responsible and trusted use of the technology. With the Data Insights Agent, the analysis done by the AI Agent is fully transparent. The data generated by the AI Agent is clearly visualized in the Analysis Workspace, making it easy to understand, verify and take decisions with confidence.
Experience Platform Agents are built for a new era of work where AI is powering creativity and marketing execution to help teams move faster, work smarter, and stay in control. Agentic AI will never replace human expertise, but it can certainly work alongside experts to help create more capacity so they can focus on creative solutions that will drive greater business impact than ever before.
The future of AI is human-led. Adobe Agents make that possible—and we’re just getting started.
About Adobe
Adobe is changing the world through digital experiences. For more information, visit www.adobe.com.