Adobe Launches CX AI Agents, Claude Can Create & Edit Files & Anthropic-Microsoft Deal

While artificial intelligence (AI) technology has been revolutionizing almost every industry, profession, and process, one that’s truly being transformed is customer experience (CX).

Although automation has been a major driving force behind the technological advancements made in the CX sector over the past few years, generative artificial intelligence (GenAI) technology has taken such capabilities up a notch.

Recently, Thoma Bravo bought Verint Systems, a CX automation company that serves more than 80 of the Fortune 100 companies, in an all-cash transaction worth $2 billion. Prior to this, Accenture acquired CyberCX, a cybersecurity services provider, for $650 million to boost business resilience.
 

Adobe’s CX AI Agents

Now, Adobe—a leading creative, marketing and document management solutions provider—is looking to transform customer experience orchestration (CXO) for businesses by announcing the general availability of its AI agents.

The idea is to help them enhance how they build, deliver and optimize customer experiences and marketing campaigns.

The company is also building an AI platform powered by the Adobe Experience Platform (AEP) Agent Orchestrator to manage and customize agents from Adobe and across third-party ecosystems. It will ensure the agents can understand context, plan multi-step actions, refine responses and more.

Adobe’s AEP is used by leading businesses around the world, where they can leverage real-time data to take contextually relevant actions and deliver ROI, and over 70% are already using Adobe’s AI Assistant.

Now generally available, Adobe’s AEP Agent Orchestrator comes with a reasoning engine that will ensure user intent can be understood from natural language prompts.

These powerful AI agents will be accessible in Adobe applications such as Real-Time Customer Data Platform, Experience Manager, Journey Optimizer, and Adobe Customer Journey Analytics, and will help enhance marketers’ skills and boost CXO.

The AI agents consist of:
 

• Audio Agent will help teams quickly create, scale and optimize audiences with personalization.

• Journey Agent will simplify the creation and orchestration of customer journeys and campaigns across channels.

• Experimentation Agent will help test new ideas, analyze causal impact, and identify predicted conversion.

• Data Insights Agent will help derive insights from signals across an organization.

• Site Optimization Agent provides always-on support for teams to manage and enhance brand websites.

• Product Support Agent will sift through a vast array of knowledge sources and organizational data to resolve issues for Adobe customers.

“Our agentic AI innovations are elevating customer experience orchestration by reimagining processes, unlocking productivity for marketing teams and delivering personalized experiences at scale to drive growth,” said Anjul Bhambhri, SVP of engineering, Adobe Experience Cloud.

 

Anthropic’s File Creation And Editing

AI startup Anthropic announced that its Claude chatbot can now create and edit Excel spreadsheets, documents, PowerPoint slide decks, and PDFs directly in Claude.ai, as well as its desktop app.

Users can now upload relevant data or use researched information from the chatbot to get ready-to-use files from simple prompts.

They can turn data into insights, build spreadsheets, or engage in cross-format work, i.e., convert PDF reports into PowerPoint slides, meeting notes into formatted documents, invoices into calculated, organized spreadsheets, and more.

“Whether you need a customer segmentation analysis, sales forecasting, or budget tracking, Claude handles the technical work and produces the files you need,” reads Anthropic’s news release. “File creation turns projects that normally require programming expertise, statistical knowledge, and hours of effort into minutes of conversation.”

This capability is currently available as a preview for Max, Team, and Enterprise plan users, with Pro availability coming soon.

The company also warns that the feature provides Claude with internet access to perform, which could put their data at risk.

 

The Anthropic-Microsoft Connection

According to reports citing two unnamed sources, Microsoft will pay Anthropic to use its AI capabilities in Microsoft Office 365 apps, such as Word, Excel, Outlook, and PowerPoint.

The move means that OpenAI will no longer be the sole AI soul behind Microsoft’s popular productivity suite, where Anthropic’s AI will work alongside and potentially compete with OpenAI.

Both Microsoft and OpenAI have been searching for other service providers over the past few months, moving on from the inseparable partnership the two have mutually benefited from for years.

OpenAI has been partnering with other infrastructure providers, even engaging in the $500 billion Project Stargate with SoftBank and Oracle, which was at the same time Microsoft and OpenAI amended their agreement. The two are even competing in similar fields—OpenAI launched OpenAI Jobs Platform to rival Microsoft’s LinkedIn.

Either way, Microsoft is ensuring it’s not reliant on only OpenAI, as it awaits penning a new deal with OpenAI. Meanwhile, Anthropic benefits from the

Do you think Anthropic’s file creation and editing capabilities and Microsoft partnership will make it the preferred GenAI platform?

Do you think Adobe’s moves will help it capture a strong position in the CX industry?

Let us know in the comments below!