On the 24th, Adobe announced the release of a new artificial intelligence (AI) agent called the Product Support Agent to enhance operational efficiency and problem-solving speed within its marketing and customer experience (CX) organization.
The Product Support Agent automates repetitive problem-solving and support case management based on the Adobe Experience Platform Agent Orchestrator, enabling real-time handling of system errors, workflow issues, settings-related questions, and more.
The agent presents actionable guides based on official Adobe documentation in response to user inquiries and automatically generates cases based on logs, metadata, and user session information. Users can also check the status of their requests without navigating to a separate portal.
Sean Kegelman, digital marketing director at Wegmans Food Markets, said, "Thanks to the Product Support Agent, the onboarding time for new users and the introduction of features have been shortened," noting that it has aided operational efficiency.
In addition, Adobe officially launched a Data Insights Agent that provides visualized analysis results for natural language questions. This feature has been designed to explore and analyze data through Adobe Customer Journey Analytics.