Infobip has just launched a new tool to transform the way companies communicate with their customers. Called the Conversational Experience Orchestration Platform (CXOP), the solution uses agent-based artificial intelligence to make customer service faster, more personalized, and more efficient. With it, brands can automate and streamline interactions on channels like WhatsApp, RCS, and online chats, integrating marketing, sales, and support at scale. Technology enables virtual agents to understand the context of conversations, make autonomous decisions, and collaborate with human teams when necessary. The goal is to improve the customer experience, reduce costs, and increase loyalty.
According to aGlobal survey conducted by CISCOBy 2028, it is expected that 68% of all customer service and support interactions with technology providers will be handled through agent AI. In its essence, the CXOP, which was developed based on Microsoft Azure OpenAI in Foundry models, uses 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 smooth and human experiences from lead generation to retention.
The solution was developed by Infobip's AI Hub, a global cloud communication platform, marking a significant advancement by natively integrating agent AI across the company's product suite, unifying channels, data, and automation in a single intelligent platform. "CXOP allows companies to go beyond static workflows, offering intelligent and empathetic interactions at scale," says Ivan Ostojić, Chief Business Officer of Infobip. It is a fundamental step in building AI-focused customer experiences that generate measurable business impact.
With CXOP, companies can offer empathetic AI interactions tailored to specific goals across any communication channel. The platform also reduces response time and service costs through automation. Among the benefits are increased lead conversions and campaign performance through real-time personalization, support for hybrid teams with human intervention in complex cases, and quick initiation with no-code or full-code deployment options.
Today's consumers expect instant, relevant, and seamless interactions, regardless of the channel. CXOP addresses this demand by unifying messaging, automation, and assistance with AI technology in a single, intelligent platform that adapts to behavior, sentiment, and intent in real time.
"Using AI agents instead of rule-based automation, the CXOP is an improvement for customer experiences," explains Myladie Stoumbou, Senior Director of ISV Partnerships at Microsoft. "Available on the Microsoft Azure Marketplace, customers can access these certified products and eliminate the complexity of managing individual relationships with suppliers," he concludes.
