IBM Introduces Industry Solutions for AI Powered Experience Orchestration with Adobe
Summary (EN)
IBM announced new industry-focused consulting solutions developed with Adobe to help organizations use agentic AI and experience orchestration to respond faster to customer intent, starting with airline and healthcare use cases. The company tied the launch to new IBM Institute for Business Value research conducted with Adobe, which found that surveyed companies lose an average of 29 million dollars each year because they cannot respond quickly enough to customer needs, while three quarters of executives say their organizations are too slow to react. IBM said the new offering combines Adobe customer experience technologies such as Real-Time CDP and Experience Platform Agent Orchestrator with IBM capabilities including watsonx Orchestrate, agentic AI expertise, and governance controls. The airline solution is designed to unify traveler context, enable predictive personalization, and connect digital, physical, and operational touchpoints into a more responsive travel experience. The healthcare solution is aimed at reducing friction from repetitive administrative processes, helping organizations connect identity and context across channels and streamline member and patient workflows. IBM cited its prior work with Riyadh Air as an early test bed for AI-guided customer support and said those lessons helped shape the new solutions. The announcement also emphasized a governance angle, stating that organizations that pair AI-enabled responsiveness with responsible controls report higher marketing ROI and stronger customer lifetime value. The development positions AI orchestration not as a generic chatbot layer but as a cross-system operating model for customer-facing industries where timing, personalization, and workflow integration directly affect cost, retention, and service quality.
Summary (ZH)
IBM 宣布与 Adobe 联合推出面向行业的 AI 驱动体验编排解决方案，首批聚焦航空和医疗场景，目标是帮助企业借助 agentic AI 与体验编排能力，更快识别并响应客户意图。IBM 将此次发布与其和 Adobe 共同开展的一项新研究绑定，研究显示，企业因无法及时响应客户需求，平均每年会损失 2900 万美元，而且四分之三的受访高管认为自身组织反应速度过慢。IBM 表示，新方案把 Adobe 的客户体验技术，例如 Real-Time CDP 和 Experience Platform Agent Orchestrator，与 IBM 的 watsonx Orchestrate、agentic AI 实施能力以及治理控制结合起来。面向航空业的方案重点在于整合旅客上下文、实现预测式个性化，并打通数字、线下和运营触点，构建更连贯的出行体验。面向医疗行业的方案则主要减少重复行政流程带来的摩擦，帮助机构跨渠道连接身份与情境信息，优化会员和患者工作流。IBM 还提到，先前与 Riyadh Air 的合作已成为 AI 引导式客户支持的早期验证场景，并为本次新方案提供了实践经验。公告同时强调治理层面的商业价值，称将 AI 响应能力与明确治理框架结合的组织，能够获得更高营销回报和更强客户终身价值。整体来看，这一发布把 AI 从单点助手能力提升为跨系统体验编排基础设施。
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