Today, Adobe (Nasdaq:ADBE) announced several updates to Adobe’s agentic functionality, including Product Support Agent, a net-new agent which provides an interactive, and guided way for marketers and customer experience professionals to diagnosis and resolve issues impacting marketing workflows in Adobe Experience Platform applications. As part of this expansion, Adobe is also announcing the general availability of Data Insights Agent, the first agent built on the Adobe Experience Platform Agent Orchestrator, which provides the foundation for businesses to orchestrate purpose-built AI agents that engage directly with customers and support the daily work across Adobe applications and third-party ecosystems.
Product Support Agent is designed to support marketing and customer experience teams in their Adobe Experience Platform applications by providing an interactive way to troubleshoot, diagnose, and escalate issues. 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 can mean tracking down fixes that require navigating complex workflows and technical documentation, distracting them from core responsibilities. By delivering in-the-moment troubleshooting guidance and case management, Product Support Agent enables faster resolutions and greater operational efficiency.
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 the agent to handle triage-level tasks like ticket categorization, prioritization, and context gathering, so support teams can begin working on the issue earlier with no delays.
Users can also get real-time status updates for 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.
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.
“Adobe’s Data Insights Agent will be a major unlock for our organization, shortening the time it takes to find and deliver actionable insights,” said Lokesh Alluri, digital and marketing analytics manager, Lenovo. “By streamlining time-intensive workflows, from reporting to forecasting, we can ensure that every stakeholder has timely data to drive initiatives that enhance customer satisfaction.”
“We’re at an inflection point in Asia where AI adoption has moved beyond experimentation to core business integration, and there is now greater demand for how AI can make lives easier for brands and their customers. For Asia’s mobile-first, digitally savvy markets, Adobe’s expanded agentic AI offerings will be crucial for maintaining the innovation pace that businesses here are known for, while ensuring teams can focus on strategic creativity with reduced cognitive load,” said Shashank Sharma, Senior Director, Digital Experience, Southeast Asia and Korea.
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.
