Infobip, a global cloud communications platform, has recently unveiled its groundbreaking Conversational Experience Orchestration Platform (CXOP). This innovative solution is powered by agentic AI, revolutionizing the way brands interact with their customers throughout the entire journey. CXOP goes beyond traditional static workflows by delivering dynamic, goal-oriented conversations across marketing, sales, and support channels, all at scale. This announcement signifies a significant advancement for Infobip, as they integrate agentic AI across their entire product stack through the AI Hub.
Utilizing Microsoft Azure OpenAI in Foundry Models, CXOP leverages intelligent AI agents to orchestrate personalized customer journeys across various channels such as WhatsApp, RCS, and web chat. These agents are capable of understanding context, acting autonomously, and seamlessly collaborating with human teams when necessary. This results in reduced resolution times, improved customer loyalty, and cost savings for businesses.
In today’s fast-paced world, consumers expect instant, relevant, and seamless interactions across all channels. With CXOP, brands can meet these expectations by unifying messaging, automation, and AI-powered assistance into a single, intelligent platform that adapts to customer behavior, sentiment, and intent in real time.
Key benefits of CXOP include the ability to deliver empathetic, goal-driven AI interactions, reduce response times and service costs through automation, increase lead conversion and campaign performance with real-time personalization, support hybrid teams with human-in-the-loop for complex cases, and launch quickly with no-code or full-code deployment options.
At the heart of CXOP are intelligent, agentic AI assistants that understand user intent and execute context-sensitive workflows. These agents go beyond simple answers and instead guide, solve, and act, creating seamless, human-like experiences from lead generation to customer retention.
Ivan Ostojić, Chief Business Officer at Infobip, commented, “CXOP enables enterprises to move beyond static workflows and deliver intelligent, empathetic interactions at scale. It’s a foundational step toward building AI-first customer experiences that drive measurable business impact.”
Myladie Stoumbou, Sr. Director of ISV Partnerships at Microsoft, also praised the use of agentic AI in CXOP, stating, “Using agentic AI instead of rules-based automation, Infobip’s new CXOP enhances customer experiences. Available within the Microsoft Azure Marketplace, clients can access certified products and eliminate the complexity of managing individual vendor relationships.”
With CXOP, Infobip is leading the way in delivering hyper-personalized experiences powered by agentic AI, setting a new standard for customer engagement and satisfaction.
