Simplify troubleshooting and support case management with Product Support Agent in Adobe Experience Platform.

Marketing and customer experience teams are under more pressure than ever — expected to deliver highly personalised, multi-channel campaigns with tighter timelines and fewer resources. Yet, their time often gets drained by operational roadblocks — troubleshooting application issues, managing support cases that often involve cross-functional inputs and tracking down fixes that pull their focus away from strategic, high-impact work that drives growth. These teams need intelligent systems that can lighten the operational troubleshooting load so they can focus more on strategic customer experience tasks — and that’s where Product Support Agent in Adobe Experience Platform can come in to help.

Powered by Adobe Experience Platform Agent Orchestrator, Product Support Agent is designed to support marketing and customer experience teams in their Adobe Experience Platform applications by providing an interactive way to troubleshoot, diagnose and escalate issues, enabling faster resolutions and greater operational efficiency.

By delivering in-the-moment troubleshooting guidance and case management, Product Support Agent offloads the operational burden and ultimately frees teams to solve problems faster and do more of the work that drives business growth.

Empower users with proactive and self-service support.

Marketing operations specialists often face time-consuming troubleshooting tasks that require navigating complex workflows and technical documentation, distracting them from their core responsibilities. Product Support Agent empowers users to resolve these and other issues quickly, whether it's a configuration issue, system error or a question about workflow behaviour.

As users pose questions within AI Assistant in Adobe Experience Platform, the agent uses trusted knowledge sources, such as troubleshooting articles authored by Adobe Support, product tutorials and legal documentation — all to provide actionable guidance within seconds. This minimises workflow disruptions, reduces the need for support case escalation and frees up valuable time for teams to focus on high-value strategic work like campaign planning, data analysis and customer journey optimisation.

Automatically create accurate and context-rich support cases.

Even when an Experience Platform application user identifies an issue within their workflows, they can’t always troubleshoot it on their own, especially when the issue is unclear or extremely technical. Filing a support case becomes the next step, but that process is often manual, time-consuming and prone to error.

Product Support Agent simplifies and streamlines this entire process with intelligent support case creation directly within the same AI Assistant conversational interface. As soon as a user asks AI Assistant for help with creating a support case, Product Support Agent gathers relevant contextual data from the environment automatically — logs, metadata, user session details and more — and accurately pre-fills the support case, which the user can review before submitting. This reduces the need for manual input while ensuring critical information is captured from the start.

The result is a significantly faster path to resolution. With Product Support Agent handling triage-level tasks like case categorisation, prioritisation and context gathering, support cases get created faster. This means support teams can begin working on the issue earlier, with no gaps in information and no miscommunications. By streamlining the case creation process, Product Support Agent removes another layer of operational burden and empowers those tasked with raising support cases to stay focused on execution, not escalation.

Seamlessly track case progress.

In most cases, submitting the support cases is just the beginning. For many time-starved marketing operation specialists, the real challenge often becomes keeping track of them. They often rely on email notifications or manually checking a support portal for updates on the progress of these cases. This can lead to an inefficient, error-prone and frustrating process.

This friction can be eliminated by Product Support Agent, which makes support case tracking as simple as asking a question. Users can check the real-time status of any open case directly through the same AI Assistant interface, without switching tools or logging into separate portals. Whether they need to know if a case has been assigned, escalated or resolved, the information is quickly available and always up to date.

Beyond reactive updates, Product Support Agent will soon be able to provide proactive notifications whenever there’s a change in case status. Support case requesters can be alerted as soon as there’s progress, allowing them to be fully informed throughout the support experience and communicate confidently with stakeholders. By streamlining case status tracking and communication, Product Support Agent not only reduces repeated follow-ups but also helps build user trust and confidence in the support process, ensuring nothing falls through the cracks.

Enhance operational efficiency with AI-powered support.

In today’s fast-paced marketing and customer experience environment, every minute counts. By minimising the need for escalations and speeding up time to resolution, Product Support Agent helps teams stay focused on high-value tasks, driving operational efficiency across their Adobe applications. With AI-assisted proactive guidance, actionable recommendations and real-time observability, teams can optimise workflows and keep disruptions to a minimum. This accelerates problem resolution and enhances the overall user experience, guaranteeing teams get the interactive, in-the-moment support they need.

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Akintunde Ajayi is a Group product marketing manager for Adobe Experience Platform. He focuses on bringing innovative Experience Platform and AI capabilities to market and driving awareness and adoption around Adobe’s Customer Experience Orchestration offerings. He has over 15 years of experience in consulting, systems integration and product marketing. Akin joined Adobe in 2019 after obtaining his MBA from Kellogg School of Management at Northwestern University. Akin is a devoted husband, father of two and an ardent fan of Liverpool FC football and Utah Jazz basketball.

Huong Vu is a product marketing manager for Adobe Experience Platform, focusing on leading go-to-market strategies for innovative Experience Platform and AI capabilities and driving awareness and adoption around Adobe’s Customer Experience Orchestration offerings. Vu brings over five years of experience in product and brand marketing. She joined Adobe in 2024 after obtaining her MBA from Kellogg School of Management at Northwestern University.