ADOBE BRAND CONCIERGE

What is Adobe Brand Concierge?

Adobe Brand Concierge is a brand-first AI application that transforms your digital properties into dynamic, conversational experiences. Instead of visitors relying on menus or search bars to hunt for information, Brand Concierge guides them through with natural dialogue. Powered by Adobe Experience Platform Agent Orchestrator, it anticipates customer needs, answers questions in context and presents information in a way that feels like speaking directly with the brand.

How does Brand Concierge improve my customers’ experience?

Traffic to brand sites is declining as AI assistants drive discovery. Visitors now arrive via AI summaries with clearer intent, making each visit more valuable.

Brand Concierge was built for this shift. It greets users, understands intent and responds using first-party data and approved content. A retail shopper can ask about fall trends and get curated product suggestions or a software prospect can compare plans with case studies and proof points.

By transforming static pages into dynamic conversations, Brand Concierge creates engaging, personalised, brand-safe experiences. Each interaction builds trust and enriches Adobe Experience Platform profiles with new intent, sentiment and behaviour signals—enhancing future engagement, conversion and loyalty.

Is Adobe Brand Concierge only for business-to-consumer brands?

Adobe Brand Concierge supports both consumer and business buyer journeys. It enhances retail discovery through personalised, conversational experiences, offering curated recommendations, pricing and accurate answers grounded in first-party data and brand content.

For business buyers, it handles complex evaluations—comparing plans, surfacing industry use cases and suggesting relevant content. When needed, it connects users to experts or schedules meetings, simplifying group decisions.

Powered by Adobe Experience Platform, Brand Concierge uses first-party data, brand content and agentic AI to understand intent, adapt in real time and guide decisions with clarity and trust.

What sets Adobe Brand Concierge apart from AI assistants and large language models?

AI assistants are often the first stop for customers, but their answers are generic and disconnected from your brand. They lack accuracy, trust and alignment with your standards.

Adobe Brand Concierge is a brand-first solution that turns browsing into immersive, personalised conversations powered by first-party data and approved content. It helps users discover, compare and decide with confidence.

Unlike chatbots, Brand Concierge gives organisations control over discovery. It combines Adobe’s strengths in creativity, customer experience and AI with trusted data via Adobe Experience Platform to deliver intelligent, adaptive, brand-safe experiences. This foundation delivers three key benefits: building trust, deepening engagement and accelerating conversion.

AI-powered conversations with context

Brand Concierge matches customer intent with brand content, ensuring accurate, consistent responses. Adobe Experience Manager surfaces site assets, while Experience Platform Agents adapt in real time to guide users from interest to consideration.

Intent-driven, dynamic experiences

It transforms static touchpoints into responsive conversations—offering product comparisons or tailored summaries. Each interaction enriches customer profiles with signals of intent, sentiment and behaviour, enabling smarter, more personalised engagement.

Brand-safe, agile experiences

Brand Concierge adapts in real time while maintaining trust. It uses brand attributes and first-party data as guardrails. Marketing teams can update tone, flows and content in a low-code environment—enabling fast innovation without compromising brand integrity.

Yes. Brand Concierge is built with trust at its core. Every interaction is grounded in first-party data and approved content, ensuring that responses are accurate, compliant and always on brand.

Brand attributes act as guardrails that shape each exchange, so conversations adapt in real time without compromising tone, accuracy or compliance. This preserves brand integrity while giving customers confidence that the answers they receive are reliable and aligned with your standards.

The platform also gives marketing teams direct control in a low-code environment. Teams can update tone, product information or promotions instantly, knowing that governance is enforced across every touchpoint. This agility allows brands to move quickly to meet customer expectations while maintaining consistency and safety.

By combining Adobe’s decades of leadership in creativity, personalisation and trusted innovation with enterprise-grade safeguards in Adobe Experience Platform and Agent Orchestrator, Brand Concierge delivers experiences that protect both your brand and your customers.

Can marketing teams manage Brand Concierge without developers?

Yes. Brand Concierge is built to be managed directly by marketing teams. A low-code environment allows marketers to update product information, adjust tone or launch campaigns quickly, without waiting on development cycles. For example, a seasonal promotion can appear in conversations the same day it launches and new product details can be updated instantly across all touchpoints. This combination of speed and governance allows teams to move as quickly as the market demands while staying on brand.

How does Brand Concierge build long-term customer relationships?

Brand Concierge uses your company’s first-party data and approved content to deliver personalised, context-rich interactions that are accurate and on brand.

For Adobe Experience Platform (AEP) users, it goes further—unifying data into real-time profiles and enriching them with signals from each interaction. Over time, Brand Concierge becomes more precise, recognising returning visitors and creating deeper, more continuous engagement from discovery through loyalty.

Do I need to be an existing Adobe customer to use Brand Concierge?

No. You do not need to be an existing Adobe customer to get started with Brand Concierge. It can be adopted on its own, without any integration required, giving you a straightforward path to modernise discovery and consideration. From day one, Brand Concierge is transformative for your business because it delivers brand-safe, conversational experiences that improve customer engagement and accelerate conversion.

For organisations already using Adobe Experience Platform or Adobe Experience Manager, the value increases. Adobe Experience Platform unifies first-party data into real-time customer profiles, enabling deeper personalisation with every interaction. Adobe Experience Manager connects content and assets directly into the experience, surfacing visuals and information in context. Together, these integrations strengthen trust and create a richer foundation for the customer experience.

Is Adobe Brand Concierge only for the search and discovery phase of the customer lifecycle?

No. Adobe Brand Concierge’s initial focus is search and discovery, but its roadmap spans the full customer lifecycle.

For consumers, it guides users from inspiration to purchase—comparing products, checking availability and completing transactions. Future capabilities will support cross-sell, upsell and loyalty, enabling seamless return visits for service or rewards.

For business buyers, it supports complex evaluations with plan comparisons, industry use cases and live agent connections. It can also schedule meetings, with Adobe refining features with early adopters to meet diverse industry needs.

Built on Adobe Experience Platform and Agent Orchestrator, Brand Concierge adapts to both consumer and business journeys. It starts with discovery and expands to support conversion, onboarding, service and loyalty—delivering consistent value throughout.