Infobip Unveils CXOP: Next-Gen AI for Customer Conversations

Infobip, the global leader in cloud communications, has unveiled its latest innovation — the Conversational Experience Orchestration Platform (CXOP). This next-generation platform redefines how businesses interact with their customers by placing agentic AI at the core of every exchange. CXOP allows organizations to evolve from rigid, rules-based systems to dynamic, goal-oriented customer experiences across marketing, sales, and support functions. It builds on the foundation of Infobip’s AI Hub, marking a significant leap by seamlessly embedding AI into its full suite of award-winning products — bringing together channels, data, and automation in one unified ecosystem.

Powered by Azure and Built for Real-World Impact

CXOP is developed using Microsoft Azure OpenAI in Foundry Models, ensuring enterprise-grade scalability and intelligence. At its heart are autonomous AI agents capable of crafting personalized, real-time customer journeys across diverse touchpoints like WhatsApp, web chat, and RCS. These AI agents grasp the context of each interaction, act independently when appropriate, and work alongside human agents when needed — speeding up resolutions, boosting satisfaction, and optimizing operational costs.

Meeting the Modern Customer’s Expectations

Today’s digital-first consumers demand seamless, relevant, and fast experiences across every channel. CXOP rises to this challenge by bringing together messaging, AI assistance, and automation into a single adaptive platform. It continuously responds to customer behavior, emotional tone, and intent — enabling brands to deliver not just service, but truly intelligent engagement in real time.

Transforming Business Outcomes with Intelligent Automation

CXOP empowers organizations to redefine customer success through intuitive, AI-driven interactions. It helps reduce wait times, cut support costs, and improve campaign effectiveness through precise, real-time personalization. For complex queries, the platform supports hybrid team models with smooth transitions between bots and human agents. And thanks to its flexible deployment, businesses can launch rapidly — whether they prefer a no-code interface or custom full-code solutions.

A Human-Like Experience, Engineered by AI

At the foundation of CXOP lies a sophisticated network of agentic AI assistants that go far beyond simple responses. These digital agents interpret intent, carry out nuanced tasks, and guide users through processes — creating interactions that feel less like transactions and more like conversations. Whether it’s generating leads or retaining customers, CXOP enables brands to create smarter, more human-like experiences at scale.

“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.”