AI Assistant in Adobe Experience Platform Revolutionizing Customer Support

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Authors: @sanantharaman  @ArunManoharan @PBaruah 
Reviewers: @HuongVu @Rachel_Hanessia @YunyaoLi 

The technology landscape has continuously evolved, reshaping how brands engage with their customers. One of the most exciting frontiers in this transformation is the application of Generative AI in Customer Success. 

Through our conversations with customers using Adobe Experience Platform, a few recurring needs became clear: 

• Accelerating the implementation of use cases from customer acquisition to customer retention 

• Driving greater efficiency in implementing their customer experience workflows 

• Democratizing the expertise and access to specialized information to help marketers realize value more easily 

With these insights in mind, we set out on a mission to enhance customer support in Adobe Experience Platform applications- leveraging conversational AI to create a smarter, more seamless support experience. 

Elevating Digital Transformation with Adobe Experience Platform 

Adobe Experience Platform and its suite of applications (Real-Time CDP, Adobe Journey Optimizer, and Customer Journey Analytics) are at the center of digital transformation strategies across industries. Our mission is to empower brands to deliver real-time, one-to-one personalization—ensuring customers receive the right experiences, across every touchpoint, at the optimal moment in their journey. 

Last year, we introduced a groundbreaking innovation: AI Assistant, natively embedded within the Adobe Experience Platform applications practitioners use every day. This assistant enables brands to: 

• Answer a wide range of questions via a natural language conversational interface—from product “how-tos” to system performance queries. 
• Answer domain-specific questions around data, journey, and audience management with curated knowledge 
• Leverage natural language estimation to predict audience sizes and their propensity, while unlocking valuable audience insights such as significant changes and growth forecasts 

Introducing AI-Powered Customer Support 

AI in customer support is a game-changer, transforming the way businesses engage with customers by making interactions faster, smarter, and more efficient. AI enhances self-service options, allowing customers to find solutions on their own terms while also seamlessly escalating cases when human intervention is needed. By streamlining workflows, reducing operational costs, and elevating customer satisfaction, AI empowers marketing practitioners to have a more frictionless support experience. 

While looking at the support experiences today, we found two critical areas that could benefit greatly from the introduction of AI in the process: 

1. Access to the right information, at the right time 
2. Deeper understanding of a customer’s environment while trying to troubleshoot issues 

By working closely with enterprises and understanding their challenges, we aim to strike the right balance between deep industry knowledge in customer experience management and the transformative power of Generative AI. 

With this new capability of AI Assistant in Adobe Experience Platform, brands now have access to: 

• Expert-Curated Answers at Your Fingertips – Seamlessly troubleshoot issues and access product “how-tos” with AI-generated responses crafted from expert resources. 

• Effortless Case Creation – Instantly open support cases within the AI Assistant, ensuring all relevant customer-specific context is captured with precision. 

• Real-Time Ticket Tracking – Gain full visibility into the status and progress of support tickets for seamless issue resolution. 

Watch this new capability in action: Video: AI Assistant in Adobe Experience Platform revolutionizing customer support 

Learn more about this release:  AI Assistant in Adobe Experience Platform revolutionizing customer support 

The Road Ahead: Elevating Customer Success 

This is just the beginning. In the coming months, we will introduce new features designed to: 

• Empower marketers to seamlessly implement high impact use cases, audiences, and customer journeys. 
• Enhance efficiency by driving ticket deflection and proactive issue resolution at the source. 
• Build a dynamic feedback loop to refine and elevate our AI models, accelerating their intelligence and adaptability. 
• Develop a robust mechanism to diagnose and troubleshoot complex issues in real-time within a conversational experience 
• Accelerate time to value for our customers by unlocking access to relevant material and information when needed 

How It Works: AI-Powered Capabilities 

AI Assistant in Adobe Experience Platform can help to transform customer support through a rich set of generative experience models to help with the following: 

• Enrichment of product knowledge via addition of new relevant sources of information such as curated articles from expert support teams, in-depth product tutorials and product legal documentation 
• A new intent detection model that identifies when a user needs support at any point during their interaction with AI Assistant
• Intelligent chat summarization with user and environment information to ensure comprehensive contextual capture for all support cases 
• Holistic integration of the AI interface with backend support systems for easy case management
• Closed loop feedback process (complimented by SMEs) to drive continuous training and evaluation of models 

From Customer Support to Customer Success 

Our vision extends beyond providing best of class customer support experience - we are evolving toward a proactive customer success model. We aim to meet our customers where they are and help them achieve maximum value realization from Adobe Experience Platform. Generative AI will be instrumental in driving customer success across different stages . 

This marks a new chapter in AI-powered customer engagement—one that prioritizes seamless experiences, operational efficiency, and long-term success. Stay tuned for more innovations as we continue to push the boundaries of AI-driven customer experiences. 

Want to learn more? Contact @sanantharaman  or @PBaruah