Adobe puts CX Enterprise Coworker inside AI assistants

Adobe has made its CX Enterprise Coworker available inside AI platforms from OpenAI, Anthropic, Google, Databricks and Microsoft, placing its customer experience tool inside widely used workplace AI assistants.

The product is available as a plugin for ChatGPT and is also integrated with Claude, Databricks Genie, Gemini for business and Microsoft Copilot. Support for Amazon Quick, IBM and Snowflake is expected later.

Adobe is pitching the software at marketing teams that want to manage customer journeys, campaign planning and performance analysis from within the AI tools they already use. It is designed to let users plan, orchestrate and adjust customer experience work without switching between multiple applications.

CX Enterprise Coworker is part of Adobe's broader customer experience software portfolio and is intended to cover the full customer lifecycle, from prospect acquisition and engagement to conversion and customer lifetime value.

The announcement reflects a broader industry push to embed specialist enterprise software into general-purpose AI assistants. Rather than requiring staff to log into separate products, software groups are trying to place business functions directly into the conversational interfaces used across office work.

Adobe said the tool is built on open standards including Model Context Protocol and Agent2Agent, which allow it to operate across different AI platforms and enterprise systems while keeping human oversight in place.

AI capabilities

According to Adobe, the product can analyse campaign data, identify trends, forecast audiences, adjust customer journeys and help resolve workflow conflicts. It is also intended to support planning, project management and work management tasks for marketing teams.

A second part of the rollout involves new connectors for CX Enterprise Coworker. These pre-built integrations with partner systems let users pull data and trigger actions across several tools through a single request.

Among the partner integrations Adobe named are Amazon Ads, Databricks Genie, Demandbase, Meta campaign tools, Microsoft Work IQ, RainFocus and Snowflake Cortex AI. The aim is to reduce the need for customers to carry out custom integration work.

That matters because one of the main barriers to AI adoption in large organisations has been fragmented data and workflows. Marketing teams often keep campaign, customer and content information in separate systems, making it harder to coordinate decisions in one place.

"Today, marketers often use AI tools in isolation, without the organizational context and domain intelligence needed to personalize every stage of the customer lifecycle," said Anjul Bhambhri, Senior Vice President of Engineering, Customer Experience Orchestration, Adobe. "CX Enterprise Coworker connects these tools and workflows using brand, customer and channel intelligence, helping teams drive better business outcomes."

Platform partnerships

Google and Microsoft both described the integration as part of a wider shift towards agent-based AI in business software.

"Our partnership with Adobe is built on a shared vision of open, flexible and secure agentic AI," said Rao Surapaneni, Vice President, Gemini Agent Governance, Cloud AI, Google Cloud. "Integrating Adobe's CX Enterprise Coworker into Gemini for business allows organizations to securely harness their customer data and brand intelligence right where they already work. This collaborative, agent-to-agent approach represents the next frontier of productivity and creative execution for the modern enterprise."

Microsoft also highlighted the link between customer data and action inside workplace tools.

"We are working with Adobe to help enterprises leverage agentic AI to move from insight to action," said Rob Howard, Corporate Vice President of Copilot Platform and Extensibility, Microsoft. "By connecting intelligence across customer data, content, journeys and enterprise systems, we are putting agentic AI to work across the customer experience. This gives marketing teams the speed and flexibility to orchestrate more personalized experiences at scale."

Industry adoption

Adobe said global systems integrators including Accenture, Capgemini, Cognizant, Deloitte Digital, EY, IBM, Infosys, PwC and TCS are using CX Enterprise Coworker to build industry-specific AI systems for clients.

Agencies including dentsu, Havas, Omnicom, Publicis, Stagwell and WPP are also working with the product, adding their own tools and expertise for client work.

Adobe says it works with more than 20,000 brands across content supply chains, customer engagement and brand visibility.