Adobe has unveiled its AI agents designed to revolutionise customer experience orchestration, providing an innovative solution for businesses in Hong Kong and across Asia.
With the general availability of these AI-driven tools, organisations can now optimise their marketing campaigns and enhance customer interactions more efficiently.
The Adobe Experience Platform (AEP) Agent Orchestrator serves as the backbone for these developments, enabling businesses to manage and customise AI agents that can understand context and execute multi-step actions.
The research indicates a strong trend among businesses towards adopting AI technologies. Over 70% of AEP customers, including major brands like The Hershey Company and Lenovo, are already utilising Adobe’s AI Assistant, which facilitates interaction with both Adobe and third-party agents.
This integration allows for a more seamless workflow, thereby elevating productivity and customer engagement.
Adobe stresses that these innovations are designed to enhance customer experience orchestration by transforming processes and unlocking new levels of productivity.
"Our agentic AI innovations are elevating customer experience orchestration by reimagining processes," stated Anjul Bhambhri, senior vice president of engineering at Adobe Experience Cloud.
The AI agents introduced include several functionalities aimed at improving marketing capabilities:
- Audience agent: This tool allows teams to create and optimise target audiences quickly, facilitating personalised marketing efforts.
- Journey agent: It simplifies the orchestration of multi-channel customer journeys, optimising touchpoints based on real-time data.
- Experimentation agent: This agent analyses performance data to drive hypotheses for optimisation, thereby enhancing campaign effectiveness.
- Data Insights agent: It streamlines the extraction of actionable insights from customer data, enabling teams to visualise and forecast customer experience initiatives.
- Site Optimization agent: This tool proactively identifies and addresses performance issues on brand websites, ensuring high levels of customer engagement.
- Product Support agent: It enhances user support by leveraging extensive knowledge sources to resolve issues effectively.
A forthcoming feature, the Experience Platform Agent Composer, will provide a unified interface for customising and configuring AI agents, ensuring alignment with brand guidelines and organisational policies. This development is expected to streamline the deployment of AI agents, reducing the time-to-value for organisations.
The interoperability of these agents across different ecosystems is crucial for maximising their potential. Adobe’s partnerships with firms like Google Cloud and PwC further facilitate seamless workflow execution and customisation across various industries.
As businesses in Asia increasingly adopt AI agents, the focus on ethical deployment and transparency will be essential for building trust and maximising the benefits of these technologies. By prioritising human-centred design, organisations can ensure that AI enhances rather than replaces the human element in customer interactions.
