Infobip Unveils CXOP: The Next Generation of AI-Powered Customer Conversations

Built on agentic AI, CXOP delivers intelligent, hyper-personalized experiences across the full customer journey

Global cloud communications platform Infobip announced its Conversational Experience Orchestration Platform (CXOP) — a game-changing solution that places agentic AI at the heart of every customer interaction. CXOP enables brands to move beyond static, rules-based workflows to deliver dynamic, goal-oriented conversations across marketing, sales, and support — at scale. The announcement builds on Infobip’s AI Hub, marking a major step forward by natively infusing agentic AI across Infobip’s entire award-winning product stack — unifying channels, data, and automation into a single intelligent platform.

Built on Microsoft Azure OpenAI in Foundry Models, CXOP uses intelligent AI agents to orchestrate personalized customer journeys across channels like WhatsApp, RCS, and web chat. These agents understand context, act autonomously, and seamlessly collaborate with human teams when needed — reducing time to resolution, improving loyalty, and cutting costs.

Today’s consumers expect instant, relevant, and seamless interactions no matter what the channel. CXOP meets this demand by unifying messaging, automation, and AI-powered assistance within a single, intelligent platform that adapts to behavior, sentiment, and intent in real time.

With CXOP, businesses can:

• Deliver empathetic, goal-driven AI interactions across channels
• Slash response times and reduce 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
• Launch fast with no-code or full-code deployment options

At its core, CXOP leverages a network of intelligent, agentic AI assistants that understand user intent and execute context-sensitive workflows. These agents don’t just answer — they guide, solve, and act, creating fluid, human-like experiences from lead generation to retention.

“CXOP enables enterprises to move beyond static workflows and deliver intelligent, empathetic interactions at scale,” said Ivan Ostojić, Chief Business Officer at Infobip. “It’s a foundational step toward building AI-first customer experiences that drive measurable business impact.”

“Using agentic AI instead of a rules-based automation, Infobip’s new CXOP is an enhancement for customer experiences,” said Myladie Stoumbou, Sr Director ISV Partnerships, at Microsoft. “Available within the Microsoft Azure Marketplace, clients can access such certified products and eliminate the complexity of managing individual vendor relationships.”