Following its impressive debut in generative AI last year with the Firefly image generation model and Photoshop's generative fill feature, Adobe is back with a major announcement! While other companies are cautiously exploring AI's potential in customer experience, Adobe has taken a bold leap, launching 10 new AI agents and a powerful orchestration tool, all deployed on its Adobe Experience Platform (AEP).
It seems "mastering creativity" is just basic for Adobe; this time, they're seriously using AI to refine customer experience!
Ten AI Agents Take the Stage
These new AI agents are highly specialized, precisely targeting pain points in customer interaction, content creation, data management, and website optimization for businesses. They work collaboratively with clearly defined roles to elevate customer experience to a new level.
- The Account qualification agent acts like an experienced sales manager, rapidly assessing the quality of new leads. This allows sales teams to focus on high-potential clients, eliminating inefficient lead generation.
- The Audience agent excels at analyzing cross-channel customer interaction data, while the Data insights agent simplifies the process of extracting valuable information from massive datasets. The Data engineering agent provides the robust technical support for data-driven decision-making.
- The Content production agent is a boon for marketers and creatives, capable of generating and assembling various marketing materials at scale. Whether it's copywriting, images, or video scripts, AI provides the support needed for continuous creative output.
- The Experimentation agent is dedicated to generating new ideas and analyzing their effectiveness. Want to know which marketing strategy works best? Let this agent quantify the results.
- Journey agents meticulously orchestrate cross-channel customer experiences, while the Product advisor agent recommends experiences and products that better suit customer needs based on their behavior and preferences.
- Especially noteworthy, as highlighted by Loni Stark in a demonstration, is the Site optimization agent. It functions like a tireless web administrator, automatically detecting and reporting broken links, monitoring website traffic and bounce rates, and suggesting improvements. As Stark noted, many companies lack the manpower to check broken links on thousands of pages daily; this agent perfectly solves this problem, preventing potential customer loss. Even more impressive, it's pre-trained and ready to use, equipped with the ability to find broken backlinks.
- The Workflow optimization agent focuses on improving cross-team collaboration efficiency and monitoring project progress, ensuring smoother communication and more efficient project management.
Loni Stark, Adobe's vice president of strategy and product, told VentureBeat that these agents will revolutionize experiences for businesses and their customers. She also noted that as customer trust in Adobe's AI capabilities grows, they're exploring ways to make these tools more automated and autonomous. These agents and the orchestrator will work behind the scenes, proactively providing information and solutions. Businesses can also use the orchestrator to flexibly control the agents' access to data. Adobe's move puts it alongside companies like Salesforce and ServiceNow, offering pre-built, task-specific AI assistants.
Personalized Website Experiences?
In addition to its powerful AI agent army, Adobe introduced Brand Concierge, a new feature designed to help businesses create websites that deliver personalized customer experiences.
Imagine a returning customer visiting a hotel chain website. The site not only greets them by name but also proactively suggests facilities at locations based on their previous browsing history. While customers can still browse freely, "Brand Concierge" enhances engagement and loyalty by remembering past interactions.
Stark revealed that while Brand Concierge is a separate product from the agents, it leverages existing agents, such as the Product advisor agent. Recent Adobe Analytics data shows a staggering 1200% and 1700% increase in generative AI traffic to US retail and travel websites, respectively, between July 2024 and February 2025. This indicates that consumers are increasingly comfortable interacting with AI-powered conversational experiences, laying a solid foundation for more personalized, proactive website experiences like Brand Concierge.
Adobe is going all-in on AI-driven customer experience! They've not only launched diverse AI agents but also innovative personalized services like Brand Concierge. Whether these AI tools truly help businesses achieve a customer experience leap remains to be seen!
