Customer experience vendor Adobe released on Monday a platform that aims to help businesses scale AI agent workflows across customer service as it continues to try and find a foothold within enterprise AI.
CX Enterprise is an agentic AI system that has domain expertise in content and customer journey data, according to the company. The platform’s AI agents are designed to scale customer experience programs. It is powered by the Adobe Brand Intelligence, a reasoning engine that can capture brand signals, and Adobe Engagement Intelligence, a decision engine to help deliver customer personalization.
CX Enterprise includes agents integrated across Adobe applications powered by Adobe Experience Platform Agent ecosystems. A new Agent skills catalog enables enterprises to create custom workflows tailored to their organizations. The platform also provides enterprise developers with access to Model Context Protocol servers and Adobe infrastructure. Moreover, CX Enterprise Coworker, an AI assistant enables businesses to bring AI agents into their workflows with the flexibility to scale.
The platform is Adobe’s attempt to help enterprises build a cohesive environment to manage AI agents in CX thereby cutting down on costs and governance issues. While agentic AI has been gaining momentum over the last couple of years, organizations still need a way to not only manage agents but also provide an orchestration layer.
Managing AI Agents
“As organizations move to becoming truly agentic, a top-down approach to managing AI across all parts of the business will be imperative to ensure agents and workflows work in concert with one another,” said Keith Kirkpatrick, an analyst at Futurum Group.
He said that CX Enterprise is the vendor’s effort to create an agentic AI stack that “combines agents, reusable skills, orchestration logic and governance into a single operating layer.”
Adobe is focused on where creative production and customer service meet, differing from other productivity and workflow automation platform providers including Salesforce, Microsoft and ServiceNow, according to Kirkpatrick.
“This allows [Adobe] to address a disconnect between content creation and customer engagement,” he said.
Kirkpatrick added that with CX Enterprise, the vendor aims to make the platform a system that can help “generate, personalize and deploy experiences at scale.”
“CX Enterprise is being designed as a layer that can coordinate the full lifecycle of customer experience, from content creation to delivery and optimization,” he continued.
The AI Effect
One challenge is that even with a platform focused on improving customer experience, it will be hard for enterprises to measure the impact of AI.
“Enterprise customers will need clear ROI proof that this agentic orchestration translates into tangible, enterprise-wide business impact ” Kirkpatrick said.
Moreover, it is unclear whether this platform can find a place in a highly competitive market.
In addition to CX Enterprise, Adobe revealed that it is expanding its agentic ecosystem partnerships with AWS, Anthropic, Google, IBM, Nvidia, Microsoft and OpenAI to scale agentic workflows.
