内容来源：https://aibusiness.com/agentic-ai/adobe-launches-ai-agent-platform-for-cx

内容总结：

近日，Adobe正式推出面向企业客户体验管理的人工智能平台CX Enterprise，旨在通过规模化部署AI智能体工作流来提升客户服务效率。该平台整合了Adobe品牌智能与互动智能引擎，支持企业基于客户旅程数据构建个性化体验，并提供可定制的工作流技能库及开发工具。

行业分析师指出，当前企业正面临从单点AI应用向体系化智能体管理的转型挑战。Adobe此次推出的平台试图将智能体、可复用技能、流程编排与治理功能整合为统一操作层，以协调从内容创作到体验优化的全周期客户体验管理。其差异化定位在于连接创意生产与客户服务环节，与Salesforce、微软等以流程自动化为核心的平台形成区隔。

然而在竞争激烈的企业AI市场，该平台仍面临两大挑战：一方面企业需要确凿证据证明智能体协调能力能转化为可量化的业务影响；另一方面，在已有众多厂商布局的客户服务AI领域，新平台需明确其不可替代的价值。为拓展生态，Adobe同步宣布将与AWS、谷歌、微软、OpenAI等七家科技企业深化智能体工作流领域的合作。

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该公司正试图通过扩展AI智能体工作流来强化客户服务，但当前市场已趋饱和。
客户体验服务商Adobe于周一发布了一个平台，旨在帮助企业规模化部署客户服务领域的AI智能体工作流，持续寻求在企业级AI市场立足。

据该公司介绍，CX Enterprise是一个在内容与客户旅程数据领域具备专业知识的智能体AI系统。该平台的AI智能体专为规模化客户体验项目设计，其核心驱动力来自Adobe品牌智能（一个能捕捉品牌信号的推理引擎）和Adobe互动智能（一个助力实现客户个性化的决策引擎）。

CX Enterprise包含集成于Adobe应用程序的智能体，这些智能体由Adobe体验平台智能体生态系统驱动。全新的智能体技能目录支持企业创建定制化工作流。该平台还为企业开发者提供模型上下文协议服务器和Adobe基础设施的访问权限。此外，内置的AI助手CX Enterprise Coworker可帮助企业灵活扩展并融入AI智能体工作流。

该平台是Adobe为帮助企业构建统一管理CX中AI智能体的协同环境、从而降低成本和治理难度的尝试。尽管智能体AI近两年发展迅猛，企业仍需统筹管理智能体并建立协调层。

Futurum Group分析师基思·柯克帕特里克指出：“当企业迈向全面智能化时，必须采用自上而下的方式统筹业务各环节的AI，确保智能体与工作流协同运作。”他表示，CX Enterprise体现了厂商构建智能体AI技术栈的努力——“将智能体、可复用技能、协调逻辑与治理机制融合为统一操作层”。

柯克帕特里克认为，Adobe专注于创意生产与客户服务的交汇点，这使其区别于Salesforce、微软和ServiceNow等其他生产力与工作流自动化平台提供商。“这有助于解决内容创作与客户互动之间的脱节问题。”他补充道，Adobe旨在通过CX Enterprise打造能“规模化生成、个性化定制及部署体验”的系统。

“CX Enterprise被设计为一个能协调客户体验全生命周期的层级——从内容创作到交付与优化。”他进一步说明。

挑战在于，即便聚焦于改善客户体验的平台，企业仍难以量化AI的实际成效。柯克帕特里克强调：“企业客户需要明确的投资回报证明，确认这种智能体协调机制能转化为切实的全业务影响力。”此外，该平台能否在高度竞争的市场中脱颖而出尚不明朗。

除CX Enterprise外，Adobe还宣布正扩大与AWS、Anthropic、谷歌、IBM、英伟达、微软及OpenAI的智能体生态系统合作，以扩展智能体工作流规模。

英文来源：

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The company is looking to bolster customer service by scaling AI agent workflows, but it's entering a noisy market.
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.
"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.
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.