Adobe Unveils AI Agents to Revolutionize Customer Experience Management

Adobe's suite of new AI tools aimed at helping businesses create the best customer experience are here

Enterprises will "soon" be able to customize their own agents, too Adobe has made its AI agent technology generally available in a bid to help workers build, deliver and optimize customer experiences and marketing campaigns. The agentic platform promises context-aware and multi-step actions, response refinement and ROI-driven workflows thanks to its AEP Agent Orchestrator underpinnings, meaning that businesses can tailor the AI to their own unique goals. Adobe expect the technology to be a huge hit, with over 70% of AEP customers already using the AI Assistant conversational interface - an extra layer of automation will only serve to further boost output. From launch, the tech giant has curated a series of out-of-the-box AI agents within its apps, including: Audience Agent (personalization initiatives for audience optimization); Journey Agent (designing and optimizing multi-channel customer journeys); Experimentation Agent (analyzing experiments and predicting conversions); Data Insights Agent (for forecasting and visualizing insights); Site Optimization Agent (to monitor websites, flag performance issues and assist fixes); and Product Support Agent (to streamline customer support). Enterprises who need more from agentic AI can go ahead and configure their own within brand guidelines and policies through the Experience Platform Agent Composer, coming "soon." The news comes after Adobe first announced its Experience Platform Agent Orchestrator at its annual Summit even in March 2025, positioning it has a hub to connect data, workflow and third-party AI ecosystems. "Our agentic AI innovations are elevating customer experience orchestration by reimagining processes, unlocking productivity for marketing teams and delivering personalized experiences at scale to drive growth," Adobe Experience Cloud Engineering SVP Anjul Bhambhri said. Adobe also promises to be working with Cognizant, Google Cloud, Havas, Medallia, Omnicom, PwC and VML to make its AI agents more powerful across multiple platforms.

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.