Adobe Launches AI Agents for Enterprise Customer Experience

Adobe has announced the general availability of its AI agents designed to help businesses build, deliver, and optimise customer experiences. The launch is anchored in the Adobe Experience Platform (AEP) and its new Agent Orchestrator, which enables companies to manage, customise, and connect AI agents across Adobe and third-party ecosystems.

The company said the agents are capable of understanding context, planning multi-step actions, and refining responses with human oversight.

“Adobe’s agentic AI innovations are redefining customer experience orchestration in the era of AI, enabling businesses to unlock productivity with agent orchestration, reimagine longstanding processes and deliver personalised experiences at scale to drive business growth,” said Anjul Bhambhri, senior vice president of engineering at Adobe Experience Cloud in a statement.

Over 70% of AEP customers are already using Adobe’s AI Assistant, the conversational interface for interacting with agents. Brands including The Hershey Company, Lenovo, Merkle, Wegmans Food Markets, and Wilson Company have adopted the technology to enhance capabilities across marketing and customer engagement.

The release includes out-of-the-box AI agents across Adobe’s enterprise applications. 

These range from Audience Agent for audience creation and optimisation, to Journey Agent for campaign orchestration, Experimentation Agent for analysing performance, Data Insights Agent for customer analytics, Site Optimisation Agent for website performance, and Product Support Agent for troubleshooting.

Adobe is also preparing to roll out Experience Platform Agent Composer, which will let businesses customise AI agents with brand guidelines and policy controls. New developer tools such as an Agent SDK and Agent Registry are also in the pipeline.

Additionally, Adobe announced partnerships with Cognizant, Google Cloud, Havas, Medallia, Omnicom, PwC, and VML to expand industry-specific use cases.