News
Key Takeaways
- AI support automation for marketing. Adobe launches Product Support Agent to streamline troubleshooting tasks.
- AI Case management upgrades. The agent auto‑creates and triages tickets, pushing real‑time status updates directly into Adobe Experience Cloud dashboards.
- Marketing operations efficiency. By off‑loading support tasks, marketing and CX teams gain time for strategy and campaign execution — driving higher productivity.
Adobe announced its new Product Support Agent on June 4, 2025, expanding its suite of tools available on the Adobe Experience Platform Agent Orchestrator. The new agent offers AI support automation for marketing, streamlining ticket resolution and troubleshooting application issues through an automated interface.
"We envision a future where human-AI collaboration supports unprecedented potential and empowers individual practitioners to push boundaries as they execute their work better and faster.”
- Daniel Sheinberg
Senior Director Product Management, Adobe Experience Cloud
According to company officials, the Product Support Agent addresses common operational roadblocks that marketing teams face when dealing with technical issues. The tool automatically gathers contextual data and pre-fills support cases, which Adobe claims significantly speeds up resolution times.
Daniel Sheinberg, Senior Director Product Management, Adobe Experience Cloud, noted, “Adobe's human-centered AI approach is aimed at unlocking even more potential for creativity and strategic marketing. We envision a future where human-AI collaboration supports unprecedented potential and empowers individual practitioners to push boundaries as they execute their work better and faster.”
Marketing, CX & IT Teams Poised to Gain
- Marketing and customer experience teams
- Companies can cut ticket turnaround times with auto‑generated cases that include full contextual data, freeing teams to focus on campaign strategy and content creation.
- Real‑time status updates are available inside Adobe Experience Cloud dashboards — no more jumping between support portals and project management tools.
- Support case managers and IT support staff
- Teams receive cleaner, pre‑populated tickets that require less manual triage, improving first‑contact resolution rates.
- The Agent Orchestrator’s analytics layer can spot recurring issues, prioritize critical incidents and surface knowledge‑base articles automatically.
- Enterprise users of Adobe Experience Platform
- The Product Support Agent can integrate with existing Experience Platform workflows, utilizing shared identity graphs and data schemas for richer diagnostics.
- Users can tap into cross‑agent orchestration — link the Support Agent with Adobe’s Content or Journey agents — to trigger post‑resolution campaigns or personalized customer follow‑ups automatically.
Why AI Automation Is Redefining Customer Service Workflows
Companies across industries are implementing AI solutions to address operational challenges and enhance efficiency. In customer service specifically, AI tools help teams better understand and serve clients while reducing manual workloads. In one 2025 survey, 93% of respondents said they believe agentic AI will enable more personalized, proactive and predictive services.
The retail sector has embraced AI for improving customer experiences across brick-and-mortar and digital channels, while marketing departments leverage AI to streamline content creation and campaign management.
Adobe's expansion into AI-powered support agents follows this broader market trend of AI adoption in customer service. According to Adobe, their new Product Support Agent aims to streamline troubleshooting processes and reduce operational roadblocks for marketers. These AI agents will enable faster ticket creation and quicker support responses, allowing teams to focus on strategic and creative work instead of administrative tasks.
The internal application of AI for departmental operations continues to grow as organizations demonstrate success with focused AI deployments. Marketing teams in particular face increasing pressure to deliver results while managing complex technical systems. According to CMSWire’s 2025 State of the CMO, ROI in marketing has never been more critical, with 69% of CMOs saying leadership demands measurable results for everything they do.
Adobe’s New AI Agent Capabilities
Adobe currently has a suite of AI agents available on its Agent Orchestrator platform, including Content Production Agent, Data Engineering Agent, Journey Agent and many more.
“With Adobe Experience Platform as the foundation, Adobe’s AI agents are built with a deep understanding of customer data and content to enhance decision-making, as well as support for multiagent collaboration, and decision science and language models that enable dynamic and adaptive reasoning,” said Sheinberg.
According to Adobe, the new Product Support Agent is aimed at reducing operational friction for marketing teams, with features including:
| Feature | Description |
|---|---|
| Automated ticket creation | Gathers contextual data and pre-fills support cases |
| Real-time status updates | Provides updates without switching tools or portals |
| Proactive notifications | Alerts users when case status changes |
| Natural language data queries | Allows users to query data using conversational language |
| Visualization generation | Creates data visualizations in Analysis Workspace |
| Transparent AI analysis | Shows data sources and analysis methods for verification |
Company Snapshot: Adobe’s Evolution in AI & Marketing Tech
Adobe, founded in December 1982 by John Warnock and Charles Geschke, primarily targets creative professionals, marketers and enterprises seeking digital media and marketing solutions.
Adobe Product Suite
Adobe offers a suite of software and cloud-based services focused on content creation, digital documents and marketing technology. Its notable offerings include Creative Cloud for design and media, Document Cloud for PDF and e-signature workflows and Experience Cloud for customer experience management. These products support a range of use cases from graphic design to enterprise marketing automation.
At the 2025 Adobe Summit in March, the company unveiled its all-new Agent Orchestrator, which allows brands to build, manage and orchestrate AI agents.
Adobe’s Market Position
Adobe holds a significant position in creative software, digital documents and marketing technology. It serves a wide spectrum of customers, including large enterprises, small and midsize businesses and individual professionals. Its products are widely used across industries such as media, advertising, education and government, supporting organizations that require scalable content creation, digital marketing and document management capabilities.
What’s Next for Adobe?
"Adobe envisions a future where human-AI collaboration empowers individual practitioners to transform customer experiences at unprecedented scale."
- Daniel Sheinberg
Senior Director Product Management, Adobe Experience Cloud
According to Sheinberg, Adobe has several focus areas over the next few months.
The first focus is to release additional agents that were announced earlier this year at Adobe Summit, as well as continue to introduce new functionality to the agents already released.
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“Second, we will be working with partners on agent interoperability to support use cases that require our agents to be orchestrated by external frameworks — for example with the Adobe Marketing Agent for Microsoft 365 Copilot that is currently in private preview with customers — and for external agents to be orchestrated within Agent Orchestrator.”
And third, said Sheinberg, they plan to continue to advance the capabilities of Agent Orchestrator with enhancements to the reasoning component and to user configuration of agents.
“Adobe envisions a future where human-AI collaboration empowers individual practitioners to transform customer experiences at unprecedented scale. AI Agents from Adobe and across the ecosystem will work together as trusted partners that collaborate seamlessly, offer proactive intelligence and take on repetitive, high-volume and time-intensive tasks so marketers and CX practitioners can focus on driving differentiation and growth.”
