Adobe adds Product Support Agent for AI-assisted troubleshooting

Expanding its planned suite of AI agents, Adobe introduced the new Product Support Agent, intended to simplify troubleshooting and support case management in the Adobe Experience Platform for managing customer experiences.

Announced June 4 and powered by the now-available  Adobe Experience Platform Agent Orchestrator, the Product Support Agent is intended to lighten operational troubleshooting by providing in-the-moment guidance and case management within the AI Assistant conversational interface. When a user asks for help with creating a support ticket, the new Product Support Agent gathers relevant contextual data from logs, metadata, user session data, and other sources, to pre-fill the support case. The user can view and approve the case before submitting it.

As part of its expansion of AI agents, Adobe has also announced the general worldwide availability of its Data Insights Agent. Built on Adobe Experience Platform Agent Orchestrator, the Data Insights Agent allows users to query data directly using natural-language questions such as “What channels drove the most conversations last week.” The agent then builds and delivers a visualization in the Analysis Workspace with Adobe Customer Journey Analysis. Adobe has also announced upcoming agents to support account qualification, data engineering, site optimization, and workflow optimization.

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