Infobip has just launched a new tool to transform how businesses communicate with their customers. Called the Conversational Experience Orchestration Platform (CXOP), the solution uses agentic artificial intelligence to make customer service faster, more personalized, and more efficient. With it, brands can automate and streamline interactions across channels like WhatsApp, RCS, and online chats, integrating marketing, sales, and support at scale. The technology enables virtual agents to understand conversation context, make autonomous decisions, and collaborate with human teams when necessary. The goal is to improve customer experience, reduce costs, and increase retention.
According to a global survey conducted by CISCO, by 2028, it is expected that 68% of all customer service and support interactions with technology providers will be handled through agentic AI. At its core, CXOP, which was developed based on Microsoft Azure OpenAI Foundry models, utilizes a network of intelligent and agentic AI assistants that understand user intent and execute context-sensitive workflows. These agents not only respond but also guide, resolve, and act, creating seamless and human-like experiences, from lead generation to retention.
The solution was developed by Infobip’s AI Hub, a global cloud communications platform, marking a major advancement by natively incorporating agentic AI across the company’s entire product suite, unifying channels, data, and automation into a single intelligent platform. ‘CXOP allows businesses to go beyond static workflows, offering intelligent and empathetic interactions at scale,’ says Ivan Ostojić, Chief Business Officer at Infobip. ‘It’s a fundamental step toward building AI-driven customer experiences that generate measurable business impact.’
With CXOP, businesses can deliver empathetic and goal-oriented AI interactions across any communication channel. The platform also reduces response times and service costs through automation. Among the benefits are increased lead conversions and campaign performance with real-time personalization, support for hybrid teams with human intervention in complex cases, and quick deployment with no-code or full-code implementation options.
Today’s consumers expect instant, relevant, and seamless interactions, regardless of the channel. CXOP meets this demand by unifying messaging, automation, and assistance with AI technology into a single intelligent platform that adapts to behavior, sentiment, and intent in real time.
‘By using agentic AI instead of rule-based automation, CXOP is an upgrade for customer experiences,’ explains Myladie Stoumbou, Senior Director of ISV Partnerships at Microsoft. ‘Available on Microsoft Azure Marketplace, customers can access these certified products and eliminate the complexity of managing individual vendor relationships,’ she concludes.
