Adobe has added a new AI agent to its Adobe Experience Platform, which aims to streamline case management.
As customers submit support tickets, the new Product Support Agent gauges their intent and adds critical context to the case, enabling a faster resolution.
Doing so helps troubleshoot and manage tricky customer cases, which often escalate to CX leaders and distract them from their core responsibilities, more quickly.
Indeed, these tickets typically consume long sections of the day, as leaders engage in cross-functional collaboration, navigate complex workflows, and consult technical documentation to identify and implement fixes.
Yet, the Product Support Agent aims to tackle these issues head-on by providing that extra context and then offering real-time troubleshooting guidance through the Adobe AI Assistant.
To do the former, the AI agent collects contextual data, such as logs, metadata, and session details, immediately equipping teams with the structured information they need to solve the matter.
As such, leaders have access to critical insights from the get-go. They don’t need to look elsewhere and gather more information from the customer.
Alongside a faster path to resolution, the Product Support Agent categorizes support tickets and prioritizes them, so teams can better organize their work.
Teams collaborating on resolving an issue may also view real-time updates on open tickets directly within Adobe’s AI Assistant, so they don’t need to switch tools or access separate portals.
Moreover, the tech giant plans to release a feature that will allow the Product Support Agent to deliver proactive case status alerts to customers, reducing follow-ups.
The Expert Take: She Who Holds the Knowledge Keeps the Relationship
For Liz Miller, VP and Principal Analyst at Constellation Research, the most fascinating aspect of the Product Support Agent is how it democratizes knowledge to streamline customer resolutions.
In discussing the news, she said:
What this Product Support Agent proves is that she who holds the knowledge keeps the relationship, and that’s exactly what Adobe is looking to extend in a customer’s experience: faster resolutions to empower extended relationships.
In expounding on this, Miller explained that the tool focuses attention on the work that service experiences demand of the customer, and instead takes ownership of that for them.
By completing the information that a customer may normally have to fill in, delivering multichannel updates, and leveraging company-wide knowledge to provide additional self-service support, Miller believes that Adobe has stepped into the service space with a distinct point of view that starts and stops with the customer and their experience.
She also points to Adobe’s unique data capabilities.
As well as being able to access the experience-driven data about the customer that is available across the Adobe Experience platform, the vendor can also draw from its deep suite of enterprise documents. She explained:
Think about how knowledge transforms when AI Assistants in Adobe Acrobat also contribute with a deep understanding of enterprise documents such as PDF, Office documents like Word, Excel and PowerPoint, and all the other document formats created in Adobe’s Creative suite.
An Expanding Adobe AI Arsenal
The Product Support Agent is the latest AI agent to be added to Adobe’s growing arsenal.
At the Adobe Summit 2025 event, the company announced several AI agents integrated into the Adobe Experience Platform.
From here, CX teams can build, manage, and deploy these agents, along with third-party options, using Adobe’s new Agent Orchestrator.
Prior to the Product Support Agent, Adobe had already used this tool to create ten specialized agents, each designed to help marketing and creative teams scale personalized experiences more effectively:
- Account Qualification Agent
- Audience Agent
- Content Production Agent
- Data Insights Agent
- Data Engineering Agent
- Experimentation Agent
- Journey Agent
- Product Advisor Agent
- Site Optimization Agent
- Workflow Optimization Agent
Find out more about Adobe’s agentic AI vision and the other major announcements from the Adobe Summit 2025 here.
