Unlocking Next-Gen Customer Experiences & Efficiency with Adobe Experience Platform Agent Orchestrator

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Introducing Adobe Experience Platform Agent Orchestrator Latest Updates 

Customer experiences are evolving at a rapid pace, and static automation and rigid workflows are no longer enough to keep up. Practitioners need intelligent systems that can adapt, reason, and collaborate—expanding their team capacity and unlocking greater productivity and efficiency gains. That’s where Adobe Experience Platform Agent Orchestrator, the new agentic layer in Adobe Experience Platform, comes in. Designed to leverage the platform's rich data and customer knowledge, Experience Platform Agent Orchestrator powers the intelligence and reasoning behind expert Adobe Experience Platform Agents, enabling them to execute complex decision-making and problem-solving tasks at speed and scale — all with human oversight.  

We’re excited to announce two major updates that make Experience Platform Agent Orchestrator even more powerful: 

• A next gen conversational interface designed for new and improved interactions. 

• The highly anticipated debut of Agent Orchestrator reasoning engine, the core intelligence behind Adobe Experience Platform Agents.  

Smarter, smoother, more impactful interactions 

We’ve upgraded our conversational interface to do more than just respond—it now helps you work smarter and faster. Whether you’re checking on a workflow, troubleshooting an issue, or adjusting a process, interactions feel more natural, more helpful, and more powerful. Let’s take a look at the latest upgrades to the conversational experience in Agent Orchestrator: 

• Immersive application: Initially a right-rail experience, we’ve moved to a sleek, full-page interface that brings cross-product capabilities into one unified experience. It’s immersive, intuitive, and built for flow. 

• Skill onboarding: We’ve heard customer concerns about not knowing how to get started. With the new experience, users now get built-in guidance with sample prompts to get started fast and help them understand and activate new skills with confidence. 

• Conversations: Each interaction is now organized into discrete threads—so users can focus on solving one problem at a time, without losing context or momentum. 

• Split view: If users feel the need to go deeper, split views provide them with focused panel displaying rich responses, external pages, or digital experience (DX) application panels—right alongside the conversation for seamless multitasking. 

• Confidence scoring: If we’re not certain that a response provided is in line with what the users are looking for, users get a heads-up so they can validate before acting. 

• Streaming responses: Agent Orchestrator and Agents can deliver an initial answer, while continuing to process deeper complexities—like long-running machine learning tasks, sourcing, and verification—to follow up with richer, more explainable results. 

A smarter core for smarter workflows 

The reasoning engine is one of key components of the Experience Platform Agent Orchestrator, and it is the brains of the operation. The reasoning engine in Agent Orchestrator interprets natural language prompts, identifies clear goals, and breaks them into actionable phases. It charts the optimal execution path, activates the appropriate agents, and incorporates safeguards like validation and verification. Whether executing a simple one-step task or coordinating complex, multistep workflows with recurring schedules, it uses chain-of-thought reasoning and a human-in-the-loop approach to ensure transparency, traceability, and ease of debugging—logging each decision for review and refinement.  

Whether someone is an audience specialist, data analyst, marketing operations specialist or campaign manager, the reasoning engine acts as your strategic partner. Here’s how reasoning engine supports simple, common end-to-end customer experience use cases: 

• Uncovering audience insights: When an audience specialist inquires “which audience have changed in size by more than 10% in the last week,” the reasoning engine activates Audience Agent to retrieve audience size and changes over time, simplifying and accelerating audience activation for better, more optimized campaigns.  

• Analyzing journey drop-off: When a marketer asks, “Which nodes in journey Fourth of July Campaign – B have the highest fallout?” the reasoning engine triggers Journey Agent to analyze fallout points, detect scheduling conflicts, and recommend fixes*. It adapts the plan based on real-time feedback and logs each step for transparency. This enables fast, explainable journey optimization with minimal disruption. 

• Exploring and visualizing data: When prompted to “explore campaign performance across channels,” the reasoning engine activates Data Insights Agent to analyze datasets, surface trends, and generate visualizations like charts and summaries. This empowers marketers to quickly understand what’s working, identify anomalies, and share insights with stakeholders—without needing to manually wrangle data. 

• Creating support cases: When a marketing operations specialist requests assistance in creating a support case through AI Assistant, the reasoning engine activates Product Support Agent, which auto-fills contextual data (e.g., page URL, user ID) and drafts a support case, which the user can review before submitting. The process includes human-in-the-loop review, ensuring accuracy and accountability while reducing resolution time. 

*Capability is currently in development and will be coming soon.  

All these cases only scratch the surface of what the reasoning engine is capable of. Complex, multistep workflows are where the magic behind reasoning engine comes through clearer than ever. Imagine you're tasked with launching an email campaign. The reasoning engine springs into action, coordinating a seamless multi-agent workflow behind the scenes: 

• Data Insights Agent is activated first to uncover recent performance trends and behavioral signals across channels. 

• Based on those insights, the engine calls on Audience Agent to generate high-propensity audience segments tailored to your campaign goals. 

• Finally, it engages Journey Agent to design the optimal customer journey—from initial touchpoint to conversion—ensuring timing, triggers, and personalization are aligned. 

Throughout this process, the reasoning engine keeps everything coherent and efficient. It adapts dynamically to prior results, pauses to ask for clarification when needed, and continuously updates the plan based on real-time feedback. This orchestrated teamwork allows domain-specific agents—each with their own expertise—to collaborate intelligently, while giving you a clear, logical path to execution.  

Intrigued yet? Don’t just take our words for it; see how you can leverage the reasoning engine and its multi-agent orchestration power to build a campaign from scratch in minutes here.     

What’s Next for Adobe Experience Platform Agent Orchestrator? 

The journey for Agent Orchestrator is just beginning. Other than continuously enhancing the conversational interface for better user interactions, we are also actively expanding the reasoning engine’s capabilities to support more sophisticated workflows—think advanced troubleshooting, deep search, idea generation, and richer collaboration among agents. As marketers’ needs evolve, the engine will continue to adapt, coordinate, and reason with greater nuance. Soon, features like long-term memory and personalization will allow the reasoning engine to tailor plans based on past behaviors, preferences, and industry-specific goals—making every experience smarter, more relevant, and more effective. 

👉 Want to see it all in action? Join us next month for our exclusive Experience League Live webinar “Next-Gen Customer Experiences & Efficiency with Adobe Experience Platform Agent Orchestrator”, where our Product team dives deeper into how Agent Orchestrator and the reasoning engine are transforming the future of customer experience. Register now for a behind-the-scenes look, hear from product experts, and explore real-world use cases.  

Written by HuongVu (@HuongVu), Product Marketing Manager - AEP