Adobe has introduced two powerful AI agents—the Product Support Agent and the Data Insights Agent—within the Adobe Experience Platform. Designed to elevate marketing efficiency and customer experience workflows, these agents mark a major shift in how teams access support and insights. What used to take hours of manual process can now be resolved in moments, giving marketers more time to focus on strategic creative work.
Meet the Product Support Agent: Fast, Contextual Resolution
Adobe’s new Product Support Agent is built to eliminate friction in marketing and customer experience platforms. Here’s how it helps:
- Provides in-app, real-time troubleshooting guidance
- Automatically gathers logs, metadata, and session context to pre-fill support tickets
- Categorizes, prioritizes, and routes tickets for faster resolution
- Offers live ticket status updates—and will soon send proactive alerts to reduce follow-ups
Critically, this agent helps marketers reclaim hours spent navigating support portals and ensures support teams have all needed info upfront.
Introducing Data Insights Agent: Instant, Conversational Analytics
Alongside support, Adobe also launched the Data Insights Agent for data-driven teams:
- Enables natural-language queries directly in Customer Journey Analytics
- Automatically generates visualizations and dashboards
- Supports iterative analysis—users can refine visuals & queries conversationally
This empowers users to extract actionable insights fast—without relying on BI specialists or manual report-building.
Powered by Adobe’s Agent Orchestrator
Both agents leverage the Adobe Experience Platform Agent Orchestrator, a unified engine that:
- Builds and manages AI agents across Adobe products and ecosystem partners
- Ensures security, governance, and cross-agent coordination
- Supports future expansion with purpose-built agents like Audience, Site Optimization, Journey, and Brand Concierge agents
This orchestrator is the backbone enabling a scalable, secure, and integrated agentic AI ecosystem.
Real-World Impact: Voices from the Field
Marketers and CX leaders are already seeing results:
- Shorter time to value: The Product Support Agent “shortens time‑to‑value,” enabling teams to onboard and deploy new features faster
- More focus on strategy: Teams at Wegmans and Lenovo report freeing up hours previously used for troubleshooting
- Faster insights, stronger decisions: Lenovo’s Lokesh Alluri says the Data Insights Agent “shortens the time it takes to find and deliver actionable insights”
Why Adobe’s Agentic AI Matters for Marketers
1. Efficiency at Scale
Automated ticket handling and real-time data querying drastically reduce workflow bottlenecks.
2. Lower Operational Costs
Support teams receive cleaner cases, and analysts spend less time building basic reports—saving time and money .
3. Democratized Access
No need for support portal navigation or SQL queries—agents provide accessible support and analytics within the workflow.
4. Increased Focus on Creativity
By offloading routine tasks, marketing teams can spend more time on strategy, experimentation, and creative execution.
What It Means for the Martech Ecosystem
Adobe’s introduction of these agents signals a broader trend in agentic AI:
- AI isn’t just for content generation or personalization—it’s moving into operations and intelligence
- The Agent Orchestrator paves the way for multi-agent collaboration across commerce, journey orchestration, site optimization, and more
- Adobe positions itself ahead of the curve in AI-enabled SaaS, reinforcing its leadership in B2B marketing tech
Looking Ahead: What to Expect Next
Based on Adobe Summit announcements and roadmap updates:
- More intelligent agents across the customer lifecycle (e.g., Journey, Audience, Site Optimization, Brand Concierge)
- Deeper integration of AI agents with third-party platforms, including Microsoft 365 Copilot
- Expansion into cross-channel execution, from content automation to live-to-store personalization and beyond.
Conclusion
Adobe’s rollout of AI-powered Product Support and Data Insights Agents marks an important evolution in marketing technology. By automating support and insight generation within the flow of work, Adobe enables teams to act faster, with more confidence, and less friction. The Agent Orchestrator not only supports these initial use cases—it’s the foundation for a future of multi-agent, collaborative AI systems across enterprise workflows.
As these agents mature and expand, one thing is clear: the future of marketing and CX will be driven by human-AI symbiosis, not mere automation.
